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Web Content Accessibility Guidelines (WCAG) 2.0

Web Content Accessibility Guidelines (WCAG) 2.0

This page details the level of accessibility support for the Kingston release, according to the Web Content Accessibility Guidelines (WCAG) 2.0.

W3C Recommendation 11 December 2008

Date: October 31, 2017

Product Name: ServiceNow Service Automation

Product Version Number: Kingston

Vendor Company Name: ServiceNow

Vendor Contact Name: ServiceNow Compliance

Vendor Contact Email: compliance@servicenow.com

Table 1. Summary table
Guidelines Level of Support & Supporting Features Remarks and Explanations
Principle 1: Perceivable Supports with exceptions
Principle 2: Operable Supports with exceptions
Principle 3: Understandable Supports with exceptions
Principle 4: Robust Supports with exceptions

Principle 1: Perceivable - Information and user interface components must be presentable to users in ways they can perceive

Table 2. Guideline 1.1 Text Alternatives: Provide text alternatives for any non-text content so that it can be changed into other forms people need, such as large print, braille, speech, symbols, or simpler language
Criteria Level of Support & Supporting Features Remarks and Explanations
1.1.1 Non-text Content: All non-text content that is presented to the user has a text alternative that serves the equivalent purpose, except for the situations listed below. (Level A) Supports with exceptions
Human resources
Some decorative icons do not have the appropriate ARIA attributes.
The equivalent text for the expand/collapse icon next to Contract HR in the expanded Test section is Open Activity Tab rather than Open Contract HR tab.
Security Incident Response
Font icons are not hidden from assistive technologies.
UI components
Images lack appropriate text alternatives: HR Portal: Case and Task Templates.
1.2.1 Audio-only and Video-only (Prerecorded): For prerecorded audio-only and prerecorded video-only media, the following are true, except when the audio or video is a media alternative for text and is clearly labeled as such: (Level A) Not applicable
1.2.2 Captions (Prerecorded): Captions are provided for all prerecorded audio content in synchronized media, except when the media is a media alternative for text and is clearly labeled as such. (Level A) Not applicable
1.2.3 Audio Description or Media Alternative (Prerecorded): An alternative for time-based media or audio description of the prerecorded video content is provided for synchronized media, except when the media is a media alternative for text and is clearly labeled as such. (Level A) Not applicable
1.2.4 Captions (Live): Captions are provided for all live audio content in synchronized media. (Level AA) Not applicable
1.2.5 Audio Description (Prerecorded): Audio description is provided for all prerecorded video content in synchronized media. (Level AA) Not applicable
1.2.6 Sign Language (Prerecorded): Sign language interpretation is provided for all prerecorded audio content in synchronized media. (Level AAA) Not applicable
1.2.7 Extended Audio Description (Prerecorded): Where pauses in foreground audio are insufficient to allow audio descriptionsto convey the sense of the video, extended audio description is provided for all prerecorded video content in synchronized media. (Level AAA) Not applicable
Table 3. Guideline 1.3 Adaptable: Create content that can be presented in different ways (for example simpler layout) without losing information or structure
Criteria Level of Support & Supporting Features Remarks and Explanations
1.3.1 Info and Relationships: Information, structure, and relationships conveyed through presentation can be programmatically determined or are available in text. (Level A) Supports with exceptions
Configuration Management Database (CMDB)
The data tables at the bottom of the CMDB health dashboard page includes pagination controls that will confuse the screen-readers.
Human Resources Service Management
Upcoming Events and Holiday Calendar panes do not have appropriate heading structure.
Service Portal
Topics form field has erroneous HTML markup with the Communities Demo Data plugin.
System Applications
When $myappsmgmt.do is loaded, the text for each icons is not revealed to the user on $sn_appcreator.do. Also all the buttons are labelled as Create.
UI components
Data tables use wrong HTML headline.
Favorites use the wrong heading markup.
Headline hierarchies are not consequently implemented.
Lack of an appropriate heading structure: HR Portal: Case and Task Templates
Some lists are not defined as HTML lists and are therefore not correctly recognized by screenreaders.
1.3.2 Meaningful Sequence: When the sequence in which content is presented affects its meaning, a correct reading sequence can be programmatically determined. (Level A) Supports with exceptions
Chat
The attachment icon on Connect Chat is keyboard operable, but focus is not visible.

1.3.3 Sensory Characteristics: Instructions provided for understanding and operating content do not rely solely on sensory characteristics of components such as shape, size, visual location, orientation, or sound. (Level A)

Supports
Table 4. Guideline 1.4 Distinguishable: Make it easier for users to see and hear content including separating foreground from background
Criteria Level of Support & Supporting Features Remarks and Explanations
1.4.1 Use of Color: Color is not used as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element. (Level A) Supports with exceptions
Community
Some links and non-link text use the same color in Community site.
Service Analytics
Metric Explorer uses color to indicate the button/image is selected.
1.4.2 Audio Control: If any audio on a Web page plays automatically for more than 3 seconds, either a mechanism is available to pause or stop the audio, or a mechanism is available to control audio volume independently from the overall system volume level. (Level A) Not applicable
1.4.3 Contrast (Minimum): The visual presentation of text and images of text has a contrast ratio of at least 4.5:1, except for the following: (Level AA) Supports with exceptions
Community
Insufficient contrast ratios for text.
Text and links on Community Home Page do not have sufficient contrast ratio with background.
Domain Support
The Domain and No Issues text does not have sufficient contrast ratio.
Flow Designer
Insufficient color contrast for Flow Designer Action Outline section.
Guided Setup
The Completed icons on left side of dashboard do not have sufficient contrast ratio.
The Skip, Get Started, and Accept Best Practice controls throughout the page do not have sufficient contrast ratio.
Some elements on the Security Dashboard do not have sufficient color contrast.
Human Resources
The Save button has insufficient contrast ratio.
There are insufficient contrast ratios for text.
Human Resources Service Management
Buttons in Create Bulk Cases page of HR Case Management do not have sufficient contrast ratio.
Color contrast is insufficient in HR Portal: Upcoming Events and Holiday Calendar panes.
Performance Analytics
Links and buttons do not have sufficient contrast ratio in CMDB Dashboard.
Service Analytics
Several labels on the Metric Explorer screen do not have sufficient contrast ratio.
Service Mapping
ITOM Service Mapping page elements are not honored in Windows High Contrast mode.
Service Portal
There are insufficient contrast ratios for text.
Software Asset Management
The Delete icon has insufficient contrast ratio.
The Proceed button has insufficient contrast ratio.
Studio
Text and images do not have sufficient contrast ratio from background.
UI components
The close icon on the Thank you confirmation message does not have sufficient contrast ratio.
Color contrast is insufficient: HR Portal: Case and Task Templates.
Contrast ratio for the Next button is not sufficient.
Workflow
The Filter Workflows placeholder text does not have sufficient contrast ratio in Safari and Firefox browsers.
The Waiting for Approval icon in the Stage column does not have sufficient contrast ratio.

1.4.4 Resize text: Except for captions and images of text, text can be resized without assistive technology up to 200 percent without loss of content or functionality. (Level AA)

Supports with exceptions
Domain Support
Text cannot be resized.
Flow Designer
Cannot resize the Flow Designer Action Outline section.
Human Resources
Page cannot be resized on a tablet or iPad.
Human Resources Service Management
Text cannot be resized in the Create New Cases page.
Studio
When zoomed, most of the content tabs do not fit screen and cannot be scrolled.
UI components
Text cannot be resized on tablets and iPads.
Workflow
Text cannot be resized in Workflow Editor.
1.4.5 Images of Text: If the technologies being used can achieve the visual presentation, text is used to convey information rather than images of text except for the following: (Level AA) Not applicable
1.4.6 Contrast (Enhanced): The visual presentation of text and images of text has a contrast ratio of at least 7:1, except for the following: (Level AAA) Supports with exceptions See 1.4.3
1.4.7 Low or No Background Audio: For prerecorded audio-only content that (1) contains primarily speech in the foreground, (2) is not an audio CAPTCHA or audio logo, and (3) is not vocalization intended to be primarily musical expression such as singing or rapping, at least one of the following is true: (Level AAA) Not applicable
1.4.8 Visual Presentation: For the visual presentation of blocks of text, a mechanism is available to achieve the following: (Level AAA) Not supported
1.4.9 Images of Text (No Exception): Images of text are only used for pure decoration or where a particular presentation of text is essential to the information being conveyed. (Level AAA) Not applicable

Principle 2: Operable - User interface components and navigation must be operable

Table 5. Guideline 2.1 Keyboard Accessible: Make all functionality available from a keyboard
Criteria Level of Support & Supporting Features Remarks and Explanations

2.1.1 Keyboard: All functionality of the content is operable through a keyboard interface without requiring specific timings for individual keystrokes, except where the underlying function requires input that depends on the path of the user's movement and not just the endpoints. (Level A)

Supports with exceptions
Chat
The handling of the chat application is not fully keyboard use aware.
Financial Management
Focus is not constrained to the dialog on the Build Segment screen.
Knowledge Management
Live Feed does not provide an alternative approach to uploading an image via keyboard.
The menu buttons inside any knowledge base is not keyboard accessible.
Performance Statistics and Graphs
The Performance Dashboard is not navigable via keyboard.
Reporting Accessibility on Safari using voiceover: Unable to select the dashboard overview tabs using keyboard left/right keys.
Service Mapping
Drag and drop functions are not accessible with keyboard.
Studio
The popup is not navigable via keyboard.
UI components
HR Portal: Case and Task Templates: Tab navigations widgets inaccessible via keyboard.
The popup is not navigable via keyboard.
Workflow
In Workflow Editor, the arrow keys on WF tabs stops working after arrowing from the Close [X].
In Workflow Editor - unable to access conditions in read-only activity edit.
In Workflow Editor - When moving a node out of view, the node being moved does not stay in view (the canvas view does not follow the selected node).
The keyboard function in dialogue window for action menu are not intuitive.

2.1.2 No Keyboard Trap: If keyboard focus can be moved to a component of the page using a keyboard interface, then focus can be moved away from that component using only a keyboard interface, and, if it requires more than unmodified arrow or tab keys or other standard exit methods, the user is advised of the method for moving focus away. (Level A)

Supports
2.1.3 Keyboard (No Exception): All functionality of the content is operable through a keyboard interface without requiring specific timings for individual keystrokes. (Level AAA) Supports with exceptions See 2.1.1
Table 6. Guideline 2.2 Enough Time: Provide users enough time to read and use content
Criteria Level of Support & Supporting Features Remarks and Explanations
2.2.1 Timing Adjustable: For each time limit that is set by the content, at least one of the following is true: (Level A) Supports
2.2.2 Pause, Stop, Hide: For moving, blinking, scrolling, or auto-updating information, all of the following are true: (Level A) Supports
2.2.3 No Timing: Timing is not an essential part of the event or activity presented by the content, except for non-interactive synchronized media and real-time events. (Level AAA) Not applicable
2.2.4 Interruptions: Interruptions can be postponed or suppressed by the user, except interruptions involving an emergency. (Level AAA) Not applicable
2.2.5 Re-authenticating: When an authenticated session expires, the user can continue the activity without loss of data after re-authenticating. (Level AAA) Supports with exceptions Support depends on customer customization. If the instance permits the user to use the Remember me flag on their sessions, the whole re-authorization process is entirely invisible.
Table 7. Guideline 2.3 Seizures: Do not design content in a way that is known to cause seizures
Criteria Level of Support & Supporting Features Remarks and Explanations
2.3.1 Three Flashes or Below Threshold: Web pages do not contain anything that flashes more than three times in any one second period, or the flash is below the general flash and red flash thresholds. (Level A) Supports
2.3.2 Three Flashes: Web pages do not contain anything that flashes more than three times in any one second period. (Level AAA) Not supported
Table 8. Guideline 2.4 Navigable: Provide ways to help users navigate, find content, and determine where they are
Criteria Level of Support & Supporting Features Remarks and Explanations

2.4.1 Bypass Blocks: A mechanism is available to bypass blocks of content that are repeated on multiple Web pages. (Level A)

Supports with exceptions
Community
Skip links do not work with banner section.
Human Resources
Skip links do not work with banner section.
Human Resources Service Management
Skip links do not work in HR Portal: Upcoming Events and Holiday Calendar panes.
Survey Management
Malformed landmarks
UI components
No skip link provided: HR Portal: Case and Task Templates.
2.4.2 Page Titled: Web pages have titles that describe topic or purpose. (Level A) Supports with exceptions
Security Incident Response
iFrame lacks title attribute: Security
System Applications
When $myappsmgmt.do is loaded, the page title is not revealed to the user
2.4.3 Focus Order: If a Web page can be navigated sequentially and the navigation sequences affect meaning or operation, focusable components receive focus in an order that preserves meaning and operability. (Level A) Supports with exceptions
Community
Focus does not follow logical order in Community user profile.
The focus indicator is difficult to perceive.
Knowledge Management
The focus immediately moves to the Your Answer WYSIWYG editor when Knowledge Base page loads, rather than the top of the page in an IE browser.
Focus is lost on Answer a knowledge question when performing actions in an IE browser
Security Incident Response
The focus order on the dialog box must move to the first focusable element.
System Applications
When $myappsmgmt.do is loaded, tab focus does not follow logical order.
When $sn_appcreator.do is loaded and the focus is lost.
UI components
Favorites has wrong focus order.
Focus management issues: HR Portal: Case and Task Templates.
Inaccessible dialog boxes: HR Portal: Case and Task Templates.
2.4.4 Link Purpose (In Context): The purpose of each link can be determined from the link text alone or from the link text together with its programmatically determined link context, except where the purpose of the link would be ambiguous to users in general. (Level A) Supports with exceptions
Service Portal
The Contact HR section contains empty links.
UI components
Hidden link & text at the bottom of Event Management Dashboard takes focus.
JAWS cannot distinguish between all of the preview links.
2.4.5 Multiple Ways: More than one way is available to locate a Web page within a set of Web pages except where the Web Page is the result of, or a step in, a process. (Level AA) Supports
2.4.6 Headings and Labels: Headings and labels describe topic or purpose. (Level AA) Supports with exceptions
Domain Support
Some form fields do not have adequate labels.
Human Resources Service Management
Create Bulk Cases lacks appropriate headings.
Knowledge Management
The screen reader software reads the same name for different fields.
System Applications
The label for the Create Table checkbox is Create Table when unchecked, but it changes to Table when checked.
Workflow
Workflow Editor does not have headings.
2.4.7 Focus Visible: Any keyboard operable user interface has a mode of operation where the keyboard focus indicator is visible. (Level AA) Supports with exceptions
Chat
The attachment icon on Connect Chat is keyboard operable, but focus is not visible.
Domain Support
The focus is not visible around the Save button.
Guided Setup
The focus indicator is difficult to perceive.
Human Resources
It is difficult to identify the default focus indicator on most of the controls.
Human Resources Service Management
The focus indication is inadequate: HR Portal: Upcoming Events and Holiday Calendar panes.
The focus indicator is difficult to perceive.
Knowledge Management
The focus indication is inadequate.
Studio
The focus indicator is difficult to perceive.
UI components
The focus indication is inadequate: HR Portal: Case and Task Templates
Workflow
The focus indicator is difficult to perceive in Workflow Editor.

2.4.8 Location: Information about the user's location within a set of Web pages is available. (Level AAA)

Not supported
2.4.9 Link Purpose (Link Only): A mechanism is available to allow the purpose of each link to be identified from link text alone, except where the purpose of the link would be ambiguous to users in general. (Level AAA) Not supported

2.4.10 Section Headings: Section headings are used to organize the content. (Level AAA)

Not applicable

Principle 3: Understandable - Information and the operation of user interface must be understandable

Table 9. Guideline 3.1 Readable: Make text content readable and understandable
Criteria Level of Support & Supporting Features Remarks and Explanations
3.1.1 Language of Page: The default human language of each Web page can be programmatically determined. (Level A) Supports
3.1.2 Language of Parts: The human language of each passage or phrase in the content can be programmatically determinedexcept for proper names, technical terms, words of indeterminate language, and words or phrases that have become part of the vernacular of the immediately surrounding text. (Level AA) Supports
3.1.3 Unusual Words: A mechanism is available for identifying specific definitions of words or phrases used in an unusual or restricted way, including idioms and jargon. (Level AAA) Not supported
3.1.4 Abbreviations: A mechanism for identifying the expanded form or meaning of abbreviations is available. (Level AAA) Not supported
3.1.5 Reading Level: When text requires reading ability more advanced than the lower secondary education level after removal of proper names and titles, supplemental content, or a version that does not require reading ability more advanced than the lower secondary education level, is available. (Level AAA) Not supported
3.1.6 Pronunciation: A mechanism is available for identifying specific pronunciation of words where meaning of the words, in context, is ambiguous without knowing the pronunciation. (Level AAA) Not supported
Table 10. Guideline 3.2 Predictable: Make Web pages appear and operate in predictable ways
Criteria Level of Support & Supporting Features Remarks and Explanations
3.2.1 On Focus: When any component receives focus, it does not initiate a change of context. (Level A) Supports
Reporting
There is unexpected behavior associated with autocomplete menus.
3.2.2 On Input: Changing the setting of any user interface component does not automatically cause a change of context unless the user has been advised of the behavior before using the component. (Level A) Supports with exceptions
Survey management
Tabbing into form labels in the Properties dialog box immediately dismisses the dialog box, whereas it should move focus into the related form field.
3.2.3 Consistent Navigation: Navigational mechanisms that are repeated on multiple Web pages within a set of Web pages occur in the same relative order each time they are repeated, unless a change is initiated by the user. (Level AA) Supports with exceptions
Knowledge Management
There is inconsistent keyboard navigation between Color and Icon selection on the Answer a Knowledge Question page.
3.2.4 Consistent Identification: Components that have the same functionality within a set of Web pages are identified consistently. (Level AA) Supports with exceptions
Foundation
The approach to labeling form controls is inconsistent in Field Service Management.
Service Analytics
Inconsistent labels are used; images/actions on the Metrics Explorer are given different names from same image/actions on the CMDB Dashboard.
3.2.5 Change on Request: Changes of context are initiated only by user request or a mechanism is available to turn off such changes. (Level AAA) Not supported
Table 11. Guideline 3.3 Input Assistance: Help users avoid and correct mistakes
Criteria Level of Support Remarks and Explanations
3.3.1 Error Identification: If an input error is automatically detected, the item that is in error is identified and the error is described to the user in text. (Level A) Supports with exceptions
Forms and fields
Submitting a form with invalid data causes a silent unknown failure for users of assistive technologies
UI components
On the Business Service Application page, submitting a form with incomplete mandatory fields returns older error messages along with new error message.
No error validation/exception handling is implemented for invalid entries in Email Properties.
3.3.2 Labels or Instructions: Labels or instructions are provided when content requires user input. (Level A) Supports with exceptions
UI components
The <label> element value is empty in the top menu.
3.3.3 Error Suggestion: If an input error is automatically detected and suggestions for correction are known, then the suggestions are provided to the user, unless it would jeopardize the security or purpose of the content. (Level AA) Supports
3.3.4 Error Prevention (Legal, Financial, Data): For Web pages that cause legal commitments or financial transactions for the user to occur, that modify or delete user-controllable data in data storage systems, or that submit user test responses, at least one of the following is true: (Level AA) Supports Supported out of the box. Customization may affect support.
3.3.5 Help: Context-sensitive help is available. (Level AAA) Not supported
3.3.6 Error Prevention (All): For Web pages that require the user to submit information, at least one of the following is true: (Level AAA) Supports Supported out of the box. Customization may affect support.

Principle 4: Robust - Content must be robust enough that it can be interpreted reliably by a wide variety of user agents, including assistive technologies

Criteria Level of Support Remarks and Explanations
4.1.1 Parsing: In content implemented using markup languages, elements have complete start and end tags, elements are nested according to their specifications, elements do not contain duplicate attributes, and any IDs are unique, except where the specifications allow these features. (Level A) Supports with exceptions
Forms and fields
Purchase Order page has stray end meta, link, noscript, and head elements
Knowledge Management
Knowledge pages contain parsing errors.
Reporting
Homepages/dashboards with multiple reports have Multiple IDs with the same value.
Service Portal
The ability to pinch zoom on some touch devices may be suppressed.
Community Portal pages contain parsing errors.
UI components
The ability to pinch zoom on some touch devices may be suppressed.
Workflow Editor contains parsing editors.
4.1.2 Name, Role, Value: For all user interface components (including but not limited to: form elements, links and components generated by scripts), the name and role can be programmatically determined; states, properties, and values that can be set by the user can be programmatically set; and notification of changes to these items is available to user agents, including assistive technologies. (Level A) Supports with exceptions
Automated Test Framework
For Admin users, fields using CodeMirror (GEM) are not compatible with screenreaders.
Forms Designer
Voiceover does not correctly read the Default field.
Voiceover does not correctly read choice list.
Human Resources
The test panel is marked up as a role of link inside a container with a role of button.
The avatar control for a user in the HR Portal To Do page is misread by screen reader.
Knowledge Management
Knowledge Management search does not read how many links, headings, or regions in the page.
Performance Analytics
The Delete current tab popup window has the wrong heading tags.
Service Portal
The main heading is not programmatically associated with container: APM.
Survey Management
Voice Over cannot read Pagination field label in the Config Panel of Survey Designer.
Voice Over cannot read Signature field label in the Config Panel of Survey Designer.
UI components
HR Portal: Case and Task Templates - Encrypt with Context: Security Incident Encryption Context label in the Attachments dialog box is not programmatically associated with its related check box.
HR Portal: Case and Task Templates - Link Template/Addition Fields tab is missing the appropriate attributes.
HR Portal: Case and Task Templates - The Table custom dropdown menu is announced as a menu button by screen readers such as NVDA, rather than a select menu.
The Skip to Main content link neither states the new item with focus nor identifies what gets focus.
Workflow
It is difficult to access the Help tab in Workflow Editor.
When using Workflow in IE11, a console error is generated when navigating through activity groups via keyboard.