I'll preface my comment by saying I really know nothing of these sorts of things...
But I would not be at all surprised if an owner knows little about specific policies such as these - that's why there is a General Manager, a Director of Basketball Operations, etc etc etc...
The GM probably is more focused on team issues and less on ticket policies, might be the same for the Director of Basketball Operations, I really don't know.
Here's a LINK to the corporate offices and structure
https://www.nba.com/jazz/contact
just a sampling from the link