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

=== HU-172b: The Herzing IT Service Desk closed INC0562442 without root-cause investigation: the resolution note by Andrew Cox states only that the professor saw the grade and updated Canvas, which documents the symptom resolution but not the technical cause of why the accommodation exam score failed to appear in the instructor-facing Elsevier (Evolve) view for over 51 hours ===
{| class="wikitable" style="width:100%"
! style="width:12em" | Severity
| High
! style="width:12em" | Status
| CONFIRMED
|-
! Issue type
| IT Incident Closed Without Root-Cause Investigation; Resolution Note Documents Symptom Resolution Only
! Date added
| 2026-06-15
|-
! Owner
| colspan="3" | Andrew Cox (IT Service Desk, Herzing) / Herzing IT
|}
'''Finding.''' Herzing IT Service Desk incident INC0562442 (Urgency 2, Partly Blocked; Short description: Re: Test) was closed by Andrew Cox with a resolution note stating that the professor had responded and noted seeing the grade and updating Canvas. This resolution note documents that the professor updated the Canvas grade, which is the symptom fix, but contains no technical investigation into why the Elsevier (Evolve) accommodation exam score was not visible to the instructor for over 51 hours after exam completion. No root cause is identified, no system-level finding is documented, no fix or configuration change is described, and no mention is made of whether other accommodated students may be affected. The incident was resolved on the basis that the immediate grade harm was corrected, not on the basis that the underlying failure was understood or remediated.

'''Evidence.''' IT Service Desk incident closure notification: INC0562442, Urgency 2, Partly Blocked, Resolved by Andrew Cox. Dr. Tanetshia Brown email (4:26 PM) referring investigation to IT as the appropriate team to investigate the cause. Source group: 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.

'''Reported statement.''' <blockquote>I see your professor responded and noted seeing the grade and updating in Canvas. [IT resolution note, Andrew Cox, INC0562442]</blockquote>

'''Standards.''' 34 C.F.R. 668.14 (administrative capability, including functional and reliable technology infrastructure and meaningful incident response); HLC Criterion 2.A (reliable processes for all students). Closing a technology incident because the immediate harm was resolved, without identifying the root cause of a 51-hour score-transmission delay affecting an accommodated student, does not constitute an adequate incident response and leaves the underlying failure available to recur. The pattern of the same failure across at least two students ({{HU|HU-168}}, {{HU|HU-169}}) further indicates a systemic issue that a symptom-only resolution does not address. Lead: {{HU|HU-172}}.

'''Impact.''' With no root-cause investigation, the Elsevier accommodation exam score-transmission failure is likely to recur for the reporting student and for other accommodated students. Future affected students will face the same 51-hour delay, a 0 grade, and the requirement to provide their own proof of completion before the instructor manually corrects the grade.

'''Notes.''' Sub-issue of {{HU|HU-172}} (lead). The ticket short description Re: Test suggests it was created from an email thread titled Test or Re: Test, possibly the same email subject line visible in earlier materials. CONFIRMED from IT incident closure screenshot. Documented 2026-06-15.

<span id="HU-173"></span>