I feel like I was able to solve problems with less friction when I was working in IT. I found a lot of personal and organizational value working one-on-one with

I feel like I was able to solve problems with less friction when I was working in IT. I found a lot of personal and organizational value working one-on-one with the reporter of some issue: directly reaching out to them for more information, assuring them the issue is being investigated, serving as a liaison and sometimes hand-holder in its resolution, and leaving succinct notes and documentation for the next person who might come across whatever the problem was. Today, I don't get this same sense of 'ownership' over fixing a bug, or implementing some incremental sub-sub-feature in software engineering; at times I feel that I am not being trusted to interact with the reporter at all.