At the moment, Open/Closed requests in the Customer Portal is determined by the Resolution.

If a request has a resolution, it will be in Closed requests. If it doesn't have a resolution, it will be in Open requests. The status of request will not matter.

In certain situations, it would be better if the Open/Closed requests will look at the Status of the request, instead of the resolution.

For example, an agent will propose a resolution for the request (by setting a resolution) but will still need confirmation from the user. Only when the user agrees and transition the request to Closed should the request be considered closed and appear in Closed requests