Most Service Requests are in a In Progress state??

I started looking through all our SR and about 80% of them are "In Progress". Some go back almost a year. Looks like the Completed and Closed links were greyed out so they just left them like that.
One user called me about today saying the Complete and Closed links were greyed out. I was able to force it to completion with the following PS command:
cd    C:\program files\Microsoft System Center 2012\Service Manager\Powershell
import-module .\System.Center.Service.Manager.psd1
(get-scsmclass -name "System.WorkItem.ServiceRequest" | get-scsmclassinstance) | where {$_.ID -eq 'SR11157'} | %{ $_.Status = "Completed" ; $_ } | update-scsmclassinstance
What is the normal life cycle of a SR? I noticed on many of the SR's, the Activity tab is blank. Why would a SR stay in the "In Progress" state with the Completed and Close links greyed out. I checked the status on the workflows and did not see
any errors.

all SRs should be created as new. The out of the box workflows will run and examine the activities.
if there are no activities, the status is set to Submitted, and the SR waits for an analyst to act upon it.
If there are activities, the status is set to In Progress, and the first activity is set to In Progress. 
When an activity is added the SR workflows will again examine the SR. If the status is Submitted, and an activity was added, the SR will be set in progress, and the first activity will be set in progress
If the status is In Progress, and an activity was completed, the next activity will be set in progress. if it was the last activity was completed, the SR will be set completed.
If the status is In Progress, and an activity was Failed, the SR status will be set failed. 
If the SR status is changed to Hold, then each activity will be set to hold.
an analyst can complete SRs that are in the Submitted status.
an analyst can close SRs that are in the completed status. 
consider a visual:

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