Editing Herzing Issues: Technology, LMS, and Platforms (section)

=== HU-172: Lead: Dr. Tanetshia Brown's 4:26 PM email confirms she cannot determine why the Elsevier (Evolve) score-transmission failure occurred and defers all investigation to IT; IT then closed INC0562442 by observing only that the professor had updated Canvas after seeing the grade; the stated resolution does not address the root cause of the accommodation exam score-transmission failure documented in HU-168 and HU-169; the systemic failure affecting accommodated students remains uninvestigated; see HU-172a and HU-172b ===
{| class="wikitable" style="width:100%"
! style="width:12em" | Severity
| High
! style="width:12em" | Status
| CONFIRMED
|-
! Issue type
| Lead / index for a split cluster (institutional inability to explain Elsevier transmission failure; IT incident closed without root-cause investigation)
! Date added
| 2026-06-15
|-
! Owner
| colspan="3" | Dr. Tanetshia Brown (Adjunct Faculty, NSG523) / Andrew Cox (IT Service Desk) / Herzing IT / Herzing Academic Affairs
|}
'''Finding.''' Lead entry documenting the institutional response to the Elsevier (Evolve) score-transmission failure documented in {{HU|HU-168}} and {{HU|HU-171}}. At 4:26 PM on June 15, 2026, Dr. Tanetshia Brown emailed the reporting student acknowledging the situation was frustrating, stating she was unable to determine why the system behavior occurred, and referring all further investigation to IT since a ticket had already been submitted. The Herzing IT Service Desk subsequently closed incident INC0562442 with a resolution note stating only that the professor had responded and noted seeing the grade and updating it in Canvas. The resolution is based entirely on the observation that the immediate symptom (the 0 grade) was corrected by the professor; it is not a technical investigation of why the accommodation exam score failed to appear in the instructor-facing Evolve view for over 51 hours. The underlying transmission failure affecting accommodated students therefore remains uninvestigated at both the faculty and IT levels. Tracked separately: {{HU|HU-172a}} (Dr. Brown's admission that the system behavior cannot be explained, and deferral of investigation to IT) and {{HU|HU-172b}} (IT closure of INC0562442 without root-cause investigation).

'''Evidence.''' Email from Dr. Tanetshia Brown to the reporting student (Mon 6/15/2026 4:26 PM); Herzing IT Service Desk incident closure notification for INC0562442, resolved by Andrew Cox (Jun 15, 2026); provided by the reporting student.

'''Notes.''' Dr. Brown's email at 4:26 PM follows her 4:14 PM email in which she confirmed the Canvas grade was updated. The 4:26 PM email is apparently a response to a follow-up inquiry from the reporting student about why the system failure occurred. The IT ticket short description is listed as Re: Test, suggesting the ticket was generated from or named after the email thread rather than as a formally titled incident report. Added 2026-06-15. Parts: {{HU|HU-172a}}, {{HU|HU-172b}}. Cross-references: {{HU|HU-168}} (NSG523 HESI Exam 1 grading disconnect lead), {{HU|HU-168a}} (Elsevier score-transmission disconnect), {{HU|HU-169}} (reporter Student CK, same accommodation exam score-transmission pattern), {{HU|HU-171}} (51-hour delay resolved only by student-provided screenshot).

<span id="HU-172a"></span>