Help Desk - Missing Request

Summary

Request in Default queue visible only in reporting

Content

I'm looking for guidance on resolving the case of a Help Desk Service Request that is assigned to the Default queue, and needs to be assigned into the HR Help Desk area. We're able to view the request information (Status, Reference Number, Title, Create & Last Update datetime stamps, etc.). However, the HR Help Desk team is unable to access it in order to pull it in.

I can infer that this request is sitting in some form of central repository (service request area?) waiting to be assigned to HR specifically, and we (HR) are struggling to get technical support. I'm entirely new to the Help Desk product, and want to provide some key words or activities to prompt the technical team on where to look for this request, and what to do when they get there.