Earlier quoted context omitted.
Why not both? I cringed when I read OP's comment where he spammed "I'm completely blocked" in the chat without asking for specifics. What a complete lack of individual ownership. Even the best manager can't help somebody who is unwilling to help themselves. Source: am a manager.
Could you please give an example of a message with more ownership? Keep in mind that he didn't know at the time that he was missing some undocumented configuration step.
Good: "Hi, Sumitra. Can you help me with this or recommend someone who can?"
Good: "Hi, $MANAGER. Can you help me with this or recommend someone who can?"