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

=== HU-173: The Herzing IT Service Desk issued updated resolution notes for INC0562442 stating it could not determine whether a system issue occurred because troubleshooting began after the problem had already resolved; IT characterized the reporting student's documented 51-hour Elsevier (Evolve) score-transmission failure as a possible grade matter to be handled with the instructor rather than a confirmed technology failure, and the non-finding leaves the accommodation exam transmission failure officially uninvestigated and unacknowledged at the technical level ===
{| class="wikitable" style="width:100%"
! style="width:12em" | Severity
| High
! style="width:12em" | Status
| CONFIRMED
|-
! Issue type
| IT Non-Finding on 51-Hour Elsevier Score-Transmission Failure; Troubleshooting Too Late to Observe Failure; System Failure Reframed as Grade Matter
! Date added
| 2026-06-15
|-
! Owner
| colspan="3" | Andrew Cox (IT Service Desk, Herzing) / Herzing IT
|}
'''Finding.''' The updated resolution notes for INC0562442 (Andrew Cox, Urgency 2, Partly Blocked, Short description: Re: Test) provide a more detailed but still non-investigative closure. The IT Service Desk stated that the reported issue was no longer occurring by the time troubleshooting began, so it could not determine whether an issue had existed. This is an explicit institutional admission of two things. First, IT's response was too slow to observe the Elsevier (Evolve) score-transmission failure while it was active. Second, the result is a formal non-finding: IT will not confirm a system failure occurred. The resolution notes further state that working with the instructor on the grade was an appropriate step, characterizing the 51-hour accommodation exam score-transmission failure as a grade-related matter for faculty resolution rather than a technology failure requiring technical investigation. This framing stands in direct contradiction to the documented evidence in {{HU|HU-168}} through {{HU|HU-172}}: an exam completed June 13 (HESI 1,224; Conversion 99.99) whose score was absent from the instructor-facing Evolve view for over 51 hours, requiring student-initiated proof of completion before the grade was corrected. This appears to be a second or revised closure of the same INC0562442, following an earlier closure noted in {{HU|HU-172b}} that stated only that the professor had seen the grade and updated Canvas.

'''Evidence.''' Updated IT Service Desk incident closure notification, INC0562442, Andrew Cox, Jun 15, 2026. Source group: updated Herzing IT Service Desk incident closure notification for INC0562442, resolved by Andrew Cox (Jun 15, 2026); provided by the reporting student. Update to {{HU|HU-172b}}; appears to be a second or revised closure following the reporting student's challenge of the first closure.

'''Reported statement.''' <blockquote>the reported issue was no longer occurring by the time we were able to begin troubleshooting, so we cannot determine if there was an issue or not. Working with your instructor regarding your grade related matters in this case was an appropriate step.</blockquote>

'''Standards.''' 34 C.F.R. 668.14 (administrative capability, including adequate and timely technology incident response and reliable academic records systems); HLC Criterion 2.A (integrity, including reliable processes for all students, including accommodated students); HLC Criterion 4.B (appropriate and reliable assessment processes). A non-finding based on delayed troubleshooting does not constitute an adequate investigation. The documented evidence (51-hour delay, student-produced HESI report, instructor admission of inability to see the score, corroboration from a second student in {{HU|HU-169}}) establishes that a system failure occurred regardless of IT's ability to observe it in real time. Characterizing a technology failure as a grade matter deflects technical accountability and provides no protection against recurrence.

'''Impact.''' IT's non-finding means no corrective action will be taken to prevent the same accommodation exam score-transmission failure from recurring. Any future accommodated student who takes an exam through the same Elsevier delivery path faces the same risk of a 51-plus-hour score absence and a 0 grade, with the documented institutional response being to work with the instructor.

'''Notes.''' This appears to be a second or revised closure of INC0562442, with more detailed resolution notes than the first closure documented in {{HU|HU-172b}}. Both closures are by Andrew Cox. The hedge word "potentially" in the resolution notes further weakens the acknowledgment of any failure. The statement that IT could not determine whether an issue existed is directly contradicted by Dr. Brown's own admission that she could not see the score in Evolve until after receiving the screenshot ({{HU|HU-172a}}), the 51-hour timeline documented in {{HU|HU-171}}, the HESI results report (Delivery ID 905079) confirming exam completion June 13, and the corroborating pattern in {{HU|HU-169}}. Documented 2026-06-15. Update to {{HU|HU-172b}}; appears to be a second or revised closure following the reporting student's challenge of the first closure. Cross-references: {{HU|HU-172}} (IT closure without root-cause investigation; lead), {{HU|HU-172b}} (first IT closure note, professor-updated-Canvas-only), {{HU|HU-168}} (NSG523 HESI Exam 1 grading disconnect lead), {{HU|HU-168a}} (Elsevier score-transmission disconnect), {{HU|HU-169}} (reporter Student CK; same pattern across two courses), {{HU|HU-171}} (51-hour delay; student-intervention resolution).