This is an important thing to try first.
It may vary by Android version but try to use the Settings Search facility to search for Updater or System updater as a System app.
or Settings > Apps > … and onwards.
Great that you can raise a support ticket though … as I believe that getting to OTA Android version upgrade to more current Android 13 (T) without data loss was the intended way forward and that it should be possible.
This Clear storage tactic is just a very local clearout of any old unusable content in the Updater itself.