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Accessibility designs for Service Manager graphic features

Service Manager graphic features have the following accessibility designs:

Service Manager graphic features Accessibility designs
Service Manager color indicator Color indicator does not support Accessible view (accessible.do) and Self-Service Accessible view (accessible_ess.do) because this feature is designed for people with normal vision. JAWS reads the value in a column instead of reading the color of the column.
Service Manager navigation menu The sidebar mode only works in Power User view (index.do) and Enterprise Self-Service view (ess.do), but does not work in Accessible view and Self-Service Accessible view. You can use JAWS to read the accordion mode of the Service Manager navigation menu.
Service Manager Process Designer framework
  • You can use the keyboard to navigate to the Workflow Viewer panel. When the focus is on a record's detail in the Service Manager Process Designer Workflow Viewer, JAWS reads the current phase and the next phase value. When the focus is on another place in the Workflow Viewer (such as on the category detail page), JAWS reads "this is workflow diagram."

  • The Process Designer framework administration tools support keyboard navigation only. These tools include Task Planner, Condition Editor, Query Editor, Workflow List, and Workflow Editor.

    To modify the phase property of a Process Designer framework administration tool, you need to press the Tab key to focus on a phase and then press Enter to open the phase property. You can update the property by using keyboard navigation.
Service Manager Calendar See Calendar accessibility.
Service Manager Reports See Reports accessibility.
Service Manager Smart Analytics See Smart Analytics Accessibility .

Calendar accessibility

In addition to the default accessibility functions of the web client, Service Manager also includes accessibility support for both the full calendar and the embedded calendar based on your customized components. With calendar accessibility support, you can use JAWS to read the user interface text and use keyboard to navigate through the user interface elements.

Note You cannot move the focus to the Time Period graphic view panel or the object records graphic view panel. JAWS cannot read the color bars because they and the tooltips contain the same information.

  • When the focus is in the Time Period record list panel or in the object record list panel, you can perform the following tasks:

    • Use JAWS to read the tooltip of each record. The conflict information is read together with the tooltip when the record is selected.
    • Press the Tab key to switch between panels.
    • Press the Up/Down Arrow keys to select a record in the panel.
    • Press the Enter key or the Space key to drill down to the details of each record.

  • When the focus is in the date picker panel, you can perform the following tasks:

    • Press the Left/Right/Up/Down Arrow keys to navigate between days or weeks.
    • Press the Shift+Up/Down Arrow keys to switch between years.
    • Press the Shift+Left/Right Arrow keys to switch between months.

  • When the focus is in a submenu, you can perform the following tasks:

    • Press the Right Arrow key to show the submenu.
    • Press the Left Arrow key to hide the submenu.

  • When the focus is in a tree panel, you can perform the following tasks:

    • Press the Up/Down Arrow keys to select filters.

    • Press the Space key to select the highlighted child filter.
    • Press the Delete key to delete the selected child filter.
    • Press the Enter key to open the selected child filter.

  • When the focus is in the Advanced Selector window, you can perform the following tasks:

    • In the Available panel, press the Up/Down Arrow keys to highlight the field for your selection.
    • Press Shift+= to add the selected field to the Selected panel.
    • In the Selected panel, press the - key to remove the selected field.

  • When the focus is in a drop-down combo box (for example, the Date Picker window), you can perform the following tasks:

    • Press the Down Arrow key to open the drop-down list.
    • Press the Up/Down Arrow keys to select a value from the drop-down list.

Reports accessibility

Accessibility support is fully implemented on the Service Manager Reports configuration and administration pages, such as the create report page, the create new dashboard page, the report settings page, the dashboard settings, and so on.

Accessibility support for the Service Manager Reports dashboard widgets are described as follows:

  • When the focus is in the reporting dashboard, you can perform the following tasks:

    • Press the Tab key to switch between the dashboard tool bar buttons and the widget tool bar buttons.
    • Use JAWS to read the aria label of each component.
    • Press Alt + Left/Right Arrow keys to select a report widget on the report dashboard.

  • When the focus is in the Standard List widget or the Title List widget, you can perform the following tasks:

    • Press the Tab key to switch between the records.
    • Use JAWS to read a selected record.
    • Press Enter to drill down to the details page of the selected record.
    • Press Tab to move the focus to the List All button on the bottom of the screen, and then press Enter to open the full records list page.

  • When the focus is in the Number widget, you can perform the following tasks:

    • Press the Tab key to focus the total Number.
    • Use JAWS to read the focused total Number.
    • Press Enter to drill down to the full list.

Smart Analytics Accessibility

Accessibility support is fully implemented in Service Manager Smart Analytics, including Smart Ticket, Hot Topic Analytics configuration and administration pages, and Smart Search configuration and administration pages.

Accessibility support for Smart Search and Context Aware Search are described as follows:

  • Press the Tab key to switch between the active components.

  • Use JAWS to read the aria label of each component.

  • Press Alt + Ctrl + S to open the Smart Search windows.

  • When the focus is in the Smart Search pop-up windows, you can use the following shortcuts for keyboard navigation:

    • Press Alt + Ctrl + 1 to move the focus to the Smart Search editor.
    • Press Alt + Ctrl + 2 to move the focus to the first library of library list.
    • Press Alt + Ctrl + 3 to move the focus to the first search result record.

  • When the Suggest Solution button is displayed on the detail view of Incident, Request, Change, Problem, and Interaction (based on Smart Search Precondition), you can use the following shortcuts for keyboard navigation:

    • Press Alt + Ctrl + U to move the focus to the Suggest Solution button, and then press Enter to open the Context Aware Search panel.