Often if the workaround is convenient and cheap and know of it, they won't bother calling support. Then the role of some person should be to gather such tacit

Often if the workaround is convenient and cheap and know of it, they won't bother calling support. Then the role of some person should be to gather such tacit knowledge and convert it into a usable and transmittable form. Now if they do not know about one, they probably should be informed. :)