In business, what is the purpose of escalating requests that go unanswered? Shouldn't everyone want to get the job done as much as you? Your thoughts?

In an organized it environment within an organazation, there is a service desk where all the service requests are gathered. At this first level some of the requests are answered when there is a documented solution for each one of them.  The requests that cannot be answered (or lelt with) at the service desk are escalated to the proper section of the IT service management in order to be processed by experts.  Normally no request should be unanswered.

Everyone wants to get the job done but if there is no established way, then a proper solution has to be found by the assigned expert, before an answer is given to the query!