This documentation supports the 1.5 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Enabling accessibility in Smart IT

The Smart IT universal client includes an Accessibility View that allows the use of supported screen reading software with compatible browsers. The Accessibility View enables enhanced keyboard access, such as the ability to skim through content, or to drill-down into a specific element (row) of a console, by using the keyboard.

The Accessibility View can be enabled from the login screen or from the menu bar after logging in. This preference is saved in browser cache, so it stays enabled until the user clears it, or until the cache is cleared. The user must also enable (or disable) the preference again if a different browser or computer is used to access Smart IT.

BMC worked with an independent company to formally assess support for Section 508 and Web Content Accessibility Guidelines (WCAG) 2.0 in BMC Remedy with Smart IT version 1.0.01. For information about the results of this assessment, contact your BMC representative.

Notes

  • Accessibility is not supported in mobile clients.
  • For information about supported screen readers and browsers, see the Compatibility Matrix.

Video

This short video demonstrates how Allen, a blind Service Desk agent, works with Smart IT tickets.

 

Accessible areas of the UI

Accessibility is supported in the following areas:

  • Consoles (including filtering tickets and knowledge articles, and adding and sorting columns)
  • Create New options (for creating new tickets and broadcasts)
  • Dashboard (except for charts)
  • Ticket details (including SLA milestones, chat, and email functionality)
  • Profiles
  • Smart Recorder

Maps are not accessible by screen readers, and they cannot be enlarged. Accessible users cannot use any of the functionality on the Configuration tab, such as adding custom fields.

To enable accessibility from the login screen (recommended)

  1. In the universal client log in screen, enter your user ID in the User Name field and press Tab.
  2. In the Password field, enter your password.
  3. Tab twice to set focus to the Use Accessibility Mode check box, and press the space bar to select it.
  4. Press Enter to log in.

To enable accessibility from the universal client menu bar

  1. In the universal client, tab to your profile icon at the top of the screen and press Enter.
  2. From the menu, arrow down to Accessibility View and press Enter.

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Comments

  1. Doug Johnson

    Is Accessibility View only cached in the browser if set at the time of sign-on? We have implemented single sign-on and selecting Accessibility View from the universal client menu bar does not get maintained between sessions of Smart IT. If we do go the route of logging in instead of single sign-on the checkbox for accessibility view is not being presented. We are at Smart IT 1.5.

    Feb 09, 2017 11:08
    1. Rakhi Rathod

      Hello Doug,

      Sorry for getting back late on your comment. I'll check with the SMEs, and keep you updated.

      Thanks,

      Rakhi 

      Mar 22, 2017 02:24