Section 508 compliance issues
This section describes the compliance issues for the BMC Remedy Web Client.
The sub-headings shown in the Criteria column refer to specific sections in the Section 508 Software Voluntary Product Accessibility Template (VPAT) Report.
1194.22 Web-based Intranet and Internet Information and Applications
(a) A textual description for every non-text element should be provided (for example, by way of alternative text, longdesc, or element content).
Although the BMC Remedy Web Client provides alternative text (alt text) for most of its images, a number of key images used to render image links do not provide appropriate alt text that conveys the meaning, state, or action that is conveyed visually. Also, a small number of static images do not contain appropriate alt text.
Many text links provide additional information about their target, action, or state via title attributes. JAWS users should ensure that their screen reader is configured to announce text links by their title attributes when using the BMC Remedy Web Client.
(c) Web pages should be designed such that the information supported with color is also available with no color (for example, from context or markup).
The BMC Remedy Web Client uses color as the primary means of communicating selection state for certain elements.
For example, each event displayed in the Calendar application uses color codes to indicate its risk level or states (such as Outages or Collision), but there is no textual equivalent to these color codes within the event as it appears in the Timeline or Calendar views. These values are indicated textually in the expandable Details panel, but users cannot select an event from the keyboard, so event details cannot be displayed.
(d) Documents should be organized so they are readable without requiring an associated style sheet.
The BMC Remedy Web Client requires style sheets. BMC Remedy AR System supports changes to the visual appearance of any form through custom form views.
|(g) Row and column headers should be identified for data tables.||Change Management identifies headers within most of its table fields. Within the Calendar application's EventList and Timeline views, the column headers for the main data tables do not appear within the same tables as the event data. This makes it difficult to comprehend the meaning of event data and to differentiate the start and end dates of the displayed events.|
(h) Markup should be used to associate data cells and header cells for data tables that have two or more logical levels of row or column headers.
The BMC Remedy Web Client associates data table headers with data cells within table fields.
(i) Frames should be titled with text that facilitates frame identification and navigation.
The BMC Remedy Web Client uses inline frames to render certain content and controls. When such frames are used, a title attribute is provided, but the value might be unclear, such as SlmDVF.
In Knowledge Management, the inline frames in which knowledge search results are rendered do not have title attributes, which are required for compliance. As a fallback, the JAWS screen reader substitutes another attribute (name), which contains meaningless values.
In the customizable Home page, the inline frames in which portlet content is rendered have vague title attributes. These attributes refer to each portlet's relative location within the page, rather than to its content.
(k) A text-only web page shall be provided as a last resort method for bringing a web site into compliance with the other requirements for Web-based Intranet and Internet Information and Applications. The content of the text-only page shall be updated whenever the primary page changes.
A small number of features are not offered in Screen Reader or No Vision accessibility mode. In some of these cases, the accessibility mode provides an alternate (though less direct) method of accessing the same information and controls.
(l) When pages utilize scripting languages to display content or to create interface elements, the information provided by the script should be marked with functional text that can be read by Assistive Technology.
The BMC Remedy Web Client uses scripting to display the majority of page content and update the user interface without a round-trip to the server, and to set focus among other uses.
In isolated cases, focus problems occur when focus is not moved to reflect dynamic content changes, or when focus is inappropriately moved. This is applicable in several cases within the Request Entry console of BMC Service Request Management.
Some table fields, including those in the Overview Console and in the dialog panels for Recent Entries and Global Search Results, do not offer a row action link that allows keyboard users to trigger the same navigation to an entry that double-clicking with a mouse performs. Keyboard users must navigate to pages by other, less-direct methods.
If the user tabs past the last active element in the dialog panels, the browser moves focus to the address bar (which is a normal behavior). However, the web page rejects the action when a user presses Shift+Tab to try to return to the dialog panel., The tab order remains stuck in the browser's controls. (A verified workaround is to switch to a different browser tab and then switch back to the tab with the page.)
In the Calendar application of Change Management, users can use only a mouse to activate critical-path elements. Using the keyboard is not supported. For example, users cannot use the keyboard to:
In Change Management, when uses of ARIA are incorrect, invalid, or out of sync with the keyboard-related scripting, screen reader users encounter major barriers. Most severely, the application role locks the JAWS screen reader into its Forms mode, making it difficult to navigate through Calendar content. The pop-up calendar control is also inaccessible due to invalid uses of ARIA.
In isolated cases in BMC Service Request Management, active elements are not in the tab order, but can still be selected if the user navigates to them by methods other than tabbing. The only significant case involves the links to knowledge articles that are offered after performing a search from the Request Entry console.
In Knowledge Management, screen reader users cannot use the keyboard to access “Decision Tree” knowledge articles. Some of the keyboard commands conflict with commands that screen readers and browsers use. Also, a keyboard accessibility paradox occurs—users cannot activate move, insert, and create links from the keyboard because keyboard focus must remain on the node so that the links can act on them.
In the Agent-to-Agent Chat feature, some accessibility issues occur related to key Chat feature controls used prior to an active Chat. Scripting and the corresponding implementations of ARIA within Chat controls do not provide full and intuitive keyboard support. This includes controls such as the user Status submenu and the Start Conversation dialog box's tree control that identifies users to chat with.
Scripting is used to exert control over the tab order within complex pages and components. When tabbing forward or backward, users may experience some low-severity issues, usually associated with individual tab stops.
For general use and several mid-tier features and control types, screen reader users must use specific configuration options, cursor modes, keyboard commands, and so on.
(n) When electronic forms are designed to be completed online, the form shall allow people using Assistive Technology to access the information, field elements, and functionality required for completion and submission of the form, including all directions and cues.
BMC Remedy Web Client form controls include information about their name, type, and use to Assistive Technology users. This information is provided through label elements and title attributes.
The presence of these inactive elements in the tab order hinders the comprehension and use of forms and the overall pages.
Most instructions and error messages are provided in an accessible manner. Also, a permissions-related warning is not located where visually challenged users will likely encounter it.
(o) A method should be provided that permits users to skip repetitive navigation links.
Most dialog boxes and pages of the BMC Remedy Web Client do not require a skip link because they have no repetitive navigation links.
1194.31 Functional Performance Criteria
(a) At least one mode of operation and information retrieval that does not require user vision should be provided, or support for Assistive Technology used by people who are blind or visually impaired should be provided.
The BMC Remedy Web Client supports visually impaired users in Screen Reader or No Vision mode of BMC Remedy AR System. For screen reader enhancements to render properly within the BMC Remedy Web Client, and for the elements to work effectively within Assistive Technologies, the mode must be set for individual users.
Table fields in Change Management and the Work Order console of BMC Service Request Management allow users to customize the display of data by adding or removing columns. However, screen readers detect and announce every possible column, regardless of whether it has been added or removed. This can double or triple the data through which visually impaired users must navigate, greatly reducing the ability to navigate and comprehend the overall data set.
In a small number of cases involving cell-based tables in Knowledge Management, sets of links have identical text, no title attributes are provided, and the target and action of these links are not recognizable within context.
(b) At least one mode of operation and information retrieval that does not require visual acuity greater than 20/70 shall be provided in audio and enlarged print output working together or independently, or support for Assistive Technology used by people who are visually impaired should be provided.
BMC Remedy Web Client provides support for screen magnification software and for low vision users in the Screen Magnifier or Low Vision mode of BMC Remedy AR System.
(f) At least one mode of operation and information retrieval that does not require fine motor control or simultaneous actions and that is operable with limited reach and strength should be provided.
BMC Remedy Web Client does not require fine motor control or the use of simultaneous actions.
Some of the accessibility issues in the Agent-to-Agent Chat feature that pose accessibility problems for screen reader users (as discussed in this topic) may also affect keyboard-only users and users of speech input software.