I'm the Product Manager of MathWorks Online Support Site. I apologize for the delay in responding, as I needed to obtain information from a few teams before posting.
As you noticed, we recently made improvements to the My Service Requests interface. These can be seen here (login required). Cases originating after 01 Jan 2012 were automatically ported over to the new system. If you require views into requests originating before that time, please contact technical support directly, and they will assist you.
Please let me know if I can be of further assistance.