Client configuration recommendations

There are a number of accessibility tools available from third-party vendors. These tools vary in the disabilities they address and the technology they support. We strive to ensure that our software products do not interfere with the proper functioning of any accessibility product. We test the Service Manager accessible Web client with several screen reader products; however, it is important that users perform due diligence to ensure that any accessibility tools integrate successfully with Service Manager.

Screen readers and the Service Manager web client

The Service Manager Web client conforms to the World Wide Web Consortium (W3C) standards with the following attributes:

• Uses title attributes to convey important information to the accessible user
• Provides information for both images and icons in the software interface with Alt tags
• Provides information for all icons and images with Alt tags in the online help center

You can configure JAWS to read all of the tags in a custom hierarchy. For example, you can configure form fields and links with the Custom Search String to read the texts, titles, and the alternative texts. Other recommendations are:

• Use text/title for all elements except images.
• Configure graphics settings to read only Tagged Graphics.
• Do not use JAWS in the Graphics Mode with the Service Manager Web client.
• Configure buttons to use both Label and Title if different.

Service Manager uses many long titles to describe the action or the result of following a link or button. Forms can be very complex with many form fields and links, resulting in redundant, but necessary, oral descriptions. We recommend that novice Service Manager users slow down the words-per-minute setting until they are familiar with the application. Some out-of-box (OOB) forms may be complex for screen readers. If this occurs, application administrators can re-design complex forms and add accessibility attributes as needed.

The Service Manager9.61 Web client supports all accessible users and is designed to integrate with screen reader assistive technology.

JAWS

Service Manager9.61 supports different browsers; however, Microsoft Internet Explorer provides the best integration with JAWS and the Service Manager accessible web client (accessible.do and accessible_ess.do). Visually or hearing impaired users can use the Service Manager accessible web client with the out-of-box configuration. If you customize the JAWS advanced configuration settings, you can improve the usability and understanding of the application for some users. For more information, see the JAWS documentation. We do not provide third-party technical support.