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ServiceNow Accessibility Conformance Report

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

VPAT® Version 2.3 – April 2019

Name of Product/Version: ServiceNow Orlando

Product Description: ServiceNow Service Automation

Report Date: 20 February 2020

Contact information: compliance@servicenow.com

Note: This is a web only application.

The following product categories contain exceptions, but accessible alternatives exist or the product is in the process of being deprecated.

Forms Designer Alternate: Accessibility Path Exists: Use Slushbucket

Evaluation methods used

To make the interface accessible to users with disabilities, ServiceNow includes features that support several specifications in the Web Content Accessibility Guidelines (WCAG) 2.0. ServiceNow® products are developed with the goal of adhering to the accessibility guidelines and principles which are set by the Section 508 Amendment to the Rehabilitation Act of 1973 and the Web Content Accessibility Guidelines (WCAG) 2.0 Level A. The assistive technologies JAWS, NVDA, and VoiceOver are used to test ServiceNow products. The Orlando Web Content Accessibility Guidelines (WCAG) 2.0 document describes accessibility features and limitations. Web Content Accessibility Guidelines (WCAG) 2.0 This page details the level of accessibility support for the Orlando release, according to the Web Content Accessibility Guidelines (WCAG) 2.0

Applicable standards/guidelines

This report covers the degree of conformance for the following accessibility standard/guidelines:


Standard/Guideline	Included in report
Web Content Accessibility Guidelines 2.0, at http://www.w3.org/TR/2008/REC-WCAG20-20081211/	Level A (Yes) Level AA (Yes) Level AAA (No)
Web Content Accessibility Guidelines 2.1, at https://www.w3.org/TR/WCAG21/	Level A (No) Level AA (No) Level AAA (No)
Revised Section 508 standards published January 18, 2017 and corrected January 22, 2018	(Yes)
EN 301 549 Accessibility requirements suitable for public procurement of ICT products and services in Europe, - V2.1.2 (2018-08)	(No)

Terms

The terms used in the Conformance Level information are defined as follows:

Supports: The functionality of the product has at least one method that meets the criterion without known defects or meets with equivalent facilitation.
Partially supports: Some functionality of the product does not meet the criterion.
Does not support: The majority of product functionality does not meet the criterion.
Not applicable: The criterion is not relevant to the product.
Not evaluated: The product has not been evaluated against the criterion. This can be used only in WCAG 2.0 Level AAA.

WCAG 2.0 Report

Tables 1 and 2 also document conformance with:

EN 301 549: Chapter 9 - Web, Sections 10.1-10.4 of Chapter 10 - Non-Web documents, and Sections 11.1-11.4 and 11.8.2 of Chapter 11 - Non-Web Software (open and closed functionality), and Sections 12.1.2 and 12.2.4 of Chapter 12 – Documentation
Revised Section 508: Chapter 5 – 501.1 Scope, 504.2 Content Creation or Editing, and Chapter 6 – 602.3 Electronic Support Documentation.

Note: When reporting on conformance with the WCAG 2.0 Success Criteria, they are scoped for full pages, complete processes, and accessibility-supported ways of using technology as documented in the WCAG 2.0 Conformance Requirements.

Success criteria: Level A


Criteria	Conformance level	Remarks and explanations
1.1.1 Non-text Content (Level A) Also applies to: EN 301 549 Criteria 9.1.1.1 (Web) 10.1.1.1 (non-web document) 11.1.1.1.1 (Open Functionality Software) 11.1.1.1.2 (Closed Functionality Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	CSM Communities "i" icons next to Forum Expertise and Topic Expertise does not have alternative. Text alternative is missing for some icons in Community Portal. Guided Tours Text alternative is missing for some icons. Human Resources Service Management Some images in HR Portal are missing text alternative. Lists Cross buttons at the beginning of each row in the fields list do not have alternative text. Mobile Studio (non-classic) Mobile Studio > Applets: List Screen has an image with no alt-text. Performance Analytics Some elements of the Performance Analytics dashboard do not clearly indicate the purpose of the button. Security Incident Response Some elements of he Security Incident Response don't have logical text alternative.
1.2.1 Audio-only and Video-only (Prerecorded) (Level A) Also applies to: EN 301 549 Criteria 9.1.2.1 (Web) 10.1.2.1 (Non-web document) 11.1.2.1.1 (Open Functionality Software) 11.1.2.1.2.1 and 11.1.2.1.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Not Applicable	Product does not use prerecorded media
1.2.2 Captions (Prerecorded) (Level A) Also applies to: EN 301 549 Criteria 9.1.2.2 (Web) 10.1.2.2 (Non-web document) 11.1.2.2 (Open Functionality Software) 11.1.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Not applicable	Product does not use prerecorded media.
1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A) Also applies to: EN 301 549 Criteria 9.1.2.3 (Web) 10.1.2.3 (Non-web document) 11.1.2.3.1 (Open Functionality Software) 11.1.2.3.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Not applicable	Product does not use prerecorded media.
1.3.1 Info and Relationships (Level A) Also applies to: EN 301 549 Criteria 9.1.3.1 (Web) 10.1.3.1 (Non-web document) 11.1.3.1.1 (Open Functionality Software) 11.1.3.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Automated Test Framework Some components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace list is generally not available as you are navigating through the list. Service Catalog: Service Portal widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nav bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
1.3.2 Meaningful Sequence (Level A) Also applies to: EN 301 549 Criteria 9.1.3.2 (Web) 10.1.3.2 (Non-web document) 11.1.3.2.1 (Open Functionality Software) 11.1.3.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Design System Dialog content is not read in a consistent sequence. Human Resources Service Management When trying to save a contact record that is missing required information an error message is displayed, however, focus is moved to the beginning of the page forcing a user to navigate back to the required form fields.
1.3.3 Sensory Characteristics (Level A) Also applies to: EN 301 549 Criteria 9.1.3.3 (Web) 10.1.3.3 (Non-web document) 11.1.3.3 (Open Functionality Software) 11.1.3.3 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Design System Dialog content is not read in a consistent sequence.
1.4.1 Use of Color (Level A) Also applies to: EN 301 549 Criteria 9.1.4.1 (Web) 10.1.4.1 (Non-web document) 11.1.4.1 (Open Functionality Software) 11.1.4.1 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Design System Color alone is used to indicate item selected.
1.4.2 Audio Control (Level A) Also applies to: EN 301 549 Criteria 9.1.4.2 (Web) 10.1.4.2 (Non-web document) 11.1.4.2 (Open Functionality Software) 11.1.4.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.1.1 Keyboard (Level A) Also applies to: EN 301 549 Criteria 9.2.1.1 (Web) 10.2.1.1 (Non-web document) 11.2.1.1.1 (Open Functionality Software) 11.2.1.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace Not able to tab into column filter popup menu. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Customer Service Management Skills field is not keybaord accessible. Discovery Can't navigate to some action items via tab navigation on ITOM guided setup page. Field Service Management No keyboard alternative to drag and drop action. Guided App Creator Focus remains on "Create Application" button after navigating to the 'General Info' screen. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Lists Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Some cells are not navigable using arrow keys. Mobile Studio (non-classic) Can't tab to unsaved changes popup for close new action. Unable to navigate and select function types using keyboard. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. Service Catalog: Service Portal Widgets The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. UI Builder Tooltips for the HTML editor are not available to keyboard users. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs.
2.1.2 No Keyboard Trap (Level A) Also applies to: EN 301 549 Criteria 9.2.1.2 (Web) 10.2.1.2 (Non-web document) 11.2.1.2 (Open Functionality Software) 11.2.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.2.1 Timing Adjustable (Level A) Also applies to: EN 301 549 Criteria 9.2.2.1 (Web) 10.2.2.1 (Non-web document) 11.2.2.1 (Open Functionality Software) 11.2.2.1 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.2.2 Pause, Stop, Hide (Level A) Also applies to: EN 301 549 Criteria 9.2.2.2 (Web) 10.2.2.2 (Non-web document) 11.2.2.2 (Open Functionality Software) 11.2.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.3.1 Three Flashes or Below Threshold (Level A) Also applies to: EN 301 549 Criteria 9.2.3.1 (Web) 10.2.3.1 (Non-web document) 11.2.3.1 (Open Functionality Software) 11.2.3.1 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.4.1 Bypass Blocks (Level A) Also applies to: EN 301 549 Criteria 9.2.4.1 (Web) 10.2.4.1 (Non-web document) – Does not apply 11.2.4.1 (Open Functionality Software) – Does not apply 11.2.4.1 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) – Does not apply to non-web software 504.2 (Authoring Tool) 602.3 (Support Docs) – Does not apply to non-web docs	Partially supports	Benchmarks Application Benchmarks Application does not have skip links. Mobile Studio (non-classic) "Skip to Main Content" button is not moving focus as expected. Service Catalog Service Catalog is missing a "main" region.
2.4.2 Page Titled (Level A) Also applies to: EN 301 549 Criteria 9.2.4.2 (Web) 10.2.4.2 (Non-web document) 11.2.4.2 (Open Functionality Software) – Does not apply 11.2.4.2 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.4.3 Focus Order (Level A) Also applies to: EN 301 549 Criteria 9.2.4.3 (Web) 10.2.4.3 (Non-web document) 11.2.4.3 (Open Functionality Software) 11.2.4.3 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Application Navigator & Banner Frame Unable to tab back once user tabs out of Notification Preference modal iframe. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. Some items do not fall in focus order. Discovery Focus leaves the popup. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. Forms and Fields Cursor does not appear in a logical location after creation of a new form section. Focus does not follow logical order. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Lists Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Mobile Studio (non-classic) Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Save button does not fall under logical focus order. Performance Analytics The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. Unexpected elements fall into keyboard focus order. Security Focus does not follow logical order. User Experience Engineering In Branding settings focus remains on save button.
2.4.4 Link Purpose (In Context) (Level A) Also applies to: EN 301 549 Criteria 9.2.4.4 (Web) 10.2.4.4 (Non-web document) 11.2.4.4 (Open Functionality Software) 11.2.4.4 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Performance Analytics Screen reader is not reading the number provided in the aria-able brackets.
3.1.1 Language of Page (Level A) Also applies to: EN 301 549 Criteria 9.3.1.1 (Web) 10.3.1.1 (Non-web document) 11.3.1.1.1 (Open Functionality Software) 11.3.1.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Automated Test Framework Default language cannot be programmatically determined.
3.2.1 On Focus (Level A) Also applies to: EN 301 549 Criteria 9.3.2.1 (Web) 10.3.2.1 (Non-web document) 11.3.2.1 (Open Functionality Software) 11.3.2.1 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
3.2.2 On Input (Level A) Also applies to: EN 301 549 Criteria 9.3.2.2 (Web) 10.3.2.2 (Non-web document) 11.3.2.2 (Open Functionality Software) 11.3.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace Count of list items is inconsistent for screen readers. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page.
3.3.1 Error Identification (Level A) Also applies to: EN 301 549 Criteria 9.3.3.1 (Web) 10.3.3.1(Non-web document) 11.3.3.1.1 (Open Functionality Software) 11.3.3.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Asset Management The error message for empty upload files is not read by VoiceOver. Guided App Creator Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Knowledge Management Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article.
3.3.2 Labels or Instructions (Level A) Also applies to: EN 301 549 Criteria 9.3.3.2 (Web) 10.3.3.2 (Non-web document) 11.3.3.2 (Open Functionality Software) 11.3.3.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Discovery Navigation instructions are not provided for "Discovered Cloud Resources Chart". Guided App Creator "Create New Table" Manage Access Check boxes are not marked up for accessibility. Drag-and-drop section does not have programmatically associated instructional information. Label content is not conveyed to a screen reader user when navigating the form. The Tables input field has no programmatically determinable label. Human Resources Service Management To Do's Requests located in the open section lack an appropriate label. Reporting Dashboard field is not well described by screen readers.
4.1.1 Parsing (Level A) Also applies to: EN 301 549 Criteria 9.4.1.1 (Web) 10.4.1.1 (Non-web document) 11.4.1.1.1 (Open Functionality Software) 11.4.1.1.2 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Security Custom headings use incorrect markup. UI Builder UI Builder landing page uses invalid Aria attribute.
4.1.2 Name, Role, Value (Level A) Also applies to: EN 301 549 Criteria 9.4.1.2 (Web) 10.4.1.2 (Non-web document) 11.4.1.2.1 (Open Functionality Software) 11.4.1.2.2 (Closed Software) – Not required 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace No indication that Edit button has become active on selecting a check box. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Dashboard and Home Pages JAWS does not read correct description for charts in dashboards. Design System Screen reader description of the page is inconsistent. Unnecessary title attribution on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery The tooltip for MID servers is missing role. Forms and Fields VoiceOver does not read-only fields as read-only. Guided App Creator Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container with a role of button. Lists Inadequate table summary when read by JAWS. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Performance Analytics Screen Readers are not announcing progress information. Secondary information related to the "To" field (added users) is not programmatically associated with the field. The number of items in the current search is not conveyed to screen reader users. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Expand/collapse status of each panel is not exposed to/announced by screen readers. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as a button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. UI Builder Collapse Core Section button has Invalid ARIA attribute value.

Success Criteria, Level AA


Criteria	Conformance Level	Remarks and Explanations
1.2.4 Captions (Live) (Level AA) Also applies to: EN 301 549 Criteria 9.1.2.4 (Web) 10.1.2.4 (Non-web document) 11.1.2.4 (Open Functionality Software) 11.1.2.4 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
1.2.5 Audio Description (Prerecorded) (Level AA) Also applies to: EN 301 549 Criteria 9.1.2.5 (Web) 10.1.2.5 (Non-web document) 11.1.2.5 (Open Functionality Software) 11.1.2.5 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
1.4.3 Contrast (Minimum) (Level AA) Also applies to: EN 301 549 Criteria 9.1.4.3 (Web) 10.1.4.3 (Non-web document) 11.1.4.3 (Open Functionality Software) 11.1.4.3 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Activity Stream Activity stream contents don't have a sufficient contrast ratio. Agent Workspace Workspace contents don't have a sufficient contrast ratio. Condition Builder Within the "Advanced View" dialog, the "Or" & "And" text doesn't have enough contrast. Design System Insufficient color contrast between foreground color and background color. Financial Management Some elements do not have sufficient contrast ratio. Guided App Creator Some text in the Guided App Creator does not have sufficient contrast. Walk-Up Experience "Leave queue" button in Walk-up Check-in does not have sufficient contrast. Human Resources Service Management Some text has insufficient color contrast.
1.4.4 Resize text (Level AA) Also applies to: EN 301 549 Criteria 9.1.4.4 (Web) 10.1.4.4 (Non-web document) 11.1.4.4.1 (Open Functionality Software) 11.1.4.4.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace When the "Advanced View" dialog is open and he viewport is set to a height of 430 px or less, the dialog's close button isn't visible on screen. Security Pinch zoom is disabled.
1.4.5 Images of Text (Level AA) Also applies to: EN 301 549 Criteria 9.1.4.5 (Web) 10.1.4.5 (Non-web document) 11.1.4.5.1 (Open Functionality Software) 11.1.4.5.2 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.4.5 Multiple Ways (Level AA) Also applies to: EN 301 549 Criteria 9.2.4.5 (Web) 10.2.4.5 (Non-web document) – Does not apply 11.2.4.5 (Open Functionality Software) – Does not apply 11.2.4.5 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) – Does not apply to non-web software 504.2 (Authoring Tool) 602.3 (Support Docs) – Does not apply to non-web docs	Supports
2.4.6 Headings and Labels (Level AA) Also applies to: EN 301 549 Criteria 9.2.4.6 (Web) 10.2.4.6 (Non-web document) 11.2.4.6 (Open Functionality Software) 11.2.4.6 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Guided App Creator "Open" buttons are not differentiated in a programmatically determinable manner.
2.4.7 Focus Visible (Level AA) Also applies to: EN 301 549 Criteria 9.2.4.7 (Web) 10.2.4.7 (Non-web document) 11.2.4.7 (Open Functionality Software) 11.2.4.7 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace Close filter button focus is lost to the top of the page. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Automated Test Framework Some elements do not receive focus. Dashboards and Home Pages The focus goes to back button on the page, however has no indication where it is. Knowledge Management Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Focus not visible past New Criteria Button. Service Portal Focus disappears after completing an order. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator.
3.1.2 Language of Parts (Level AA) Also applies to: EN 301 549 Criteria 9.3.1.2 (Web) 10.3.1.2 (Non-web document) 11.3.1.2 (Open Functionality Software) – Does not apply 11.3.1.2 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
3.2.3 Consistent Navigation (Level AA) Also applies to: EN 301 549 Criteria 9.3.2.3 (Web) 10.3.2.3 (Non-web document) – Does not apply 11.3.2.3 (Open Functionality Software) – Does not apply 11.3.2.3 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) – Does not apply to non-web software. 504.2 (Authoring Tool) 602.3 (Support Docs) – Does not apply to non-web docs.	Supports
3.2.4 Consistent Identification (Level AA) Also applies to: EN 301 549 Criteria 9.3.2.4 (Web) 10.3.2.4 (Non-web document) – Does not apply 11.3.2.4 (Open Functionality Software) – Does not apply 11.3.2.4 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) – Does not apply to non-web software. 504.2 (Authoring Tool) 602.3 (Support Docs) – Does not apply to non-web docs.	Partially supports	Connect Chat There is no consistent identification for "Edit Group details" button.
3.3.3 Error Suggestion (Level AA) Also applies to: EN 301 549 Criteria 9.3.3.3 (Web) 10.3.3.3 (Non-web document) 11.3.3.3 (Open Functionality Software) 11.3.3.3 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
3.3.4 Error Prevention (Legal, Financial, Data) (Level AA) Also applies to: EN 301 549 Criteria 9.3.3.4 (Web) 10.3.3.4 (Non-web document) 11.3.3.4 (Open Functionality Software) 11.3.3.4 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports

Success Criteria, Level AAA

Not evaluated against AAA.

Revised Section 508 Report

Table 1. Functional Performance Criteria (FPC)
Criteria	Conformance Level	Remarks and Explanations
302.1 Without Vision	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Count of list items is inconsistent for screen readers. No indication that Edit button has become active on selecting a check box. Not able to tab into column filter popup menu. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Unable to tab back once user tabs out of Notification Preference modal iframe. Asset Management The error message for emply upload files is not read by VoiceOver. Automated Test Framework Default language cannot be programmatically determined. Some page components are not readable by VoiceOver in Firefox. Benchmarks Application Benchmarks Application does not have skip links. Content "behind" the graph is focusable when "View Trend" controls are activated. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Connect Chat There is no consistent identification for "Edit Group details" button. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Some structured data does not have correct markup. Customer Service Management Skills field is not keyboard accessible. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. Design System Dialog content is not read in a consistent sequence. Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery Can't navigate to some action items via tab navigation on itom guided setup page. Focus leaves the popup. Navigation instructions are not provided for "Discovered Cloud Resources Chart". The tooltip for MID servers is missing role. Voiceover or NVDA cannot read labels on the tab. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Field Service Management No keyboard alternative to drag and drop action. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. VoiceOver does not read-only fields as read-only. Guided App Creator "Create New Table" Manage Access Check boxes are not marked up for accessibility. "Open" buttons are not differentiated in a programmatically determinable manner. Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Drag-and-drop section does not have programmatically associated instructional information. Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Focus remains on "Create Application" button after navigating to the 'General Info' screen. Label content is not conveyed to a screen reader user when navigating the form. Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. The Tables input field has no programmatically determinable label. Guided Tours Text alternative is missing for some icons. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container with a role of button. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. To Do's Requests located in the open section lack an appropriate label. When trying to save a contact record that is missing required information an error message is displayed, however focus is moved to the beginning of the page forcing a user to navigate back to the required form fields. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article. Lists Inadequate table summary when read by JAWS. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Lists do not have headings. Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Mobile Studio (non-classic) "Skip to Main Content" button is not moving focus as expected. Can't tab to unsaved changes popup for close new action. Focus moves unexpectedly as information is entered into the search. Mobile Studio > Applets: List Screen has an image with no alt-text. Navigation of List Screen function section does not follow logical focus order. Unable to navigate and select function types using keyboard. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. Screen reader is not reading the number provided in the aria-able brackets. Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. Some elements of the Performance Analytics dashboard does not have text alternative. The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. The equivalent text for the buttons inside each of the breakdowns does not clearly indicate the purpose of the button. The number of items in the current search is not conveyed to screen reader users. Unexpected elements fall into keyboard focus order. Reporting Dashboard field is not well described by screen readers. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Custom headings use incorrect markup. Expand/collapse status of each panel is not exposed to/announced by screen readers. Focus does not follow logical order. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Service Catalog Service Catalog is missing a "main" region. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder landing page uses invalid Aria attribute. Collapse Core Section button has Invalid ARIA attribute value. Tooltips for the HTML editor is not available to keyboard users. UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties. User Experience Engineering In Branding settings focus remains on save button. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs.
302.2 With Limited Vision	Partially supports	Activity Stream Activity stream contents don't have a sufficient contrast ratio. Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Close filter button focus is lost to the top of the page. Not able to tab into column filter popup menu. When the "Advanced View" dialog is open and the viewport is set to a height of 430 px or less, the dialog's close button isn't visible on screen. Workspace contents don't have a sufficient contrast ratio. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Unable to tab back once user tabs out of Notification Preference modal iframe. Asset Management The error message for emply upload files is not read by VoiceOver. Automated Test Framework Some elements do not receive focus. Some page components are not readable by VoiceOver in Firefox. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Condition Builder Within the "Advanced View" dialog, the "Or" & "And" text doesn't have enough contrast. Connect Chat There is no consistent identification for "Edit Group details" button. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Some structured data does not have correct markup. Customer Service Management Skills field is not keyboard accessible. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. Some items do not fall in focus order. The focus goes to back button on the page, however has no indication where it is. Design System Color alone is used to indicate item selected. Dialog content is not read in a consistent sequence. Insufficient color contrast between foreground color and background color. Discovery Can't navigate to some action items via tab navigation on itom guided setup page. Focus leaves the popup. Voiceover or NVDA cannot read labels on the tab. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Field Service Management No keyboard alternative to drag and drop action. Financial Management Some elements do not have sufficient contrast ratio. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. Guided App Creator "Open" buttons are not differentiated in a programmatically determinable manner. Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Focus remains on "Create Application" button after navigating to the 'General Info' screen. Screen presenting apps created are presented in a tabular format but should be in a table structure. Some text in the Guided App Creator does not have sufficient contrast. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Some text has insufficient color contrast. When trying to save a contact record that is missing required information an error message is displayed, however focus is moved to the beginning of the page forcing a user to navigate back to the required form fields. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article. Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Lists do not have headings. Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Can't tab to unsaved changes popup for close new action. Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Unable to navigate and select function types using keyboard. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. Unexpected elements fall into keyboard focus order. Security Focus does not follow logical order. Pinch zoom is disabled. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. Focus disappears after completing an order. Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder Tooltips for the HTML editor is not available to keyboard users. UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties. User Experience Engineering In Branding settings focus remains on save button. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs. Walk-Up Experience "Leave queue" button in Walk-up Check-in does not have sufficient contrast.
302.3 Without Perception of Color	Partially supports	Activity Stream Activity stream contents don't have a sufficient contrast ratio. Agent Workspace Workspace contents don't have a sufficient contrast ratio. Condition Builder Within the "Advanced View" dialog, the "Or" & "And" text doesn't have enough contrast. Design System Color alone is used to indicate item selected. Insufficient color contrast between foreground color and background color. Financial Management Some elements do not have sufficient contrast ratio. Guided App Creator Some text in the Guided App Creator does not have sufficient contrast. Human Resources Service Management Some text has insufficient color contrast. Walk-Up Experience "Leave queue" button in Walk-up Check-in does not have sufficient contrast.
302.4 Without Hearing	Supports
302.5 With Limited Hearing	Supports
302.6 Without Speech	Supports
302.7 With Limited Manipulation	Partially supports	Agent Workspace Close filter button focus is lost to the top of the page. Not able to tab into column filter popup menu. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Automated Test Framework Some elements do not receive focus. Connect Chat There is no consistent identification for "Edit Group details" button. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Customer Service Management Skills field is not keyboard accessible. Dashboards and Home Pages The focus goes to back button on the page, however has no indication where it is. Discovery Can't navigate to some action items via tab navigation on ITOM guided setup page. Field Service Management No keyboard alternative to drag and drop action. Guided App Creator Focus remains on "Create Application" button after navigating to the 'General Info' screen. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Some cells are not navigable using arrow keys. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Can't tab to unsaved changes popup for close new action. Unable to navigate and select function types using keyboard. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. Service Catalog: Service Portal Widgets The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order. Focus disappears after completing an order. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. UI Builder Tooltips for the HTML editor is not available to keyboard users. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs.
302.8 With Limited Reach and Strength	Supports
302.9 With Limited Language, Cognitive, and Learning Abilities	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. No indication that Edit button has become active on selecting a check box. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Unable to tab back once user tabs out of Notification Preference modal iframe. Some Aria roles on Knowledge pages do not conform to valid values. Asset Management The error message for empty upload files is not read by VoiceOver. Automated Test Framework Default language cannot be programmatically determined. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Connect Chat There is no consistent identification for "Edit Group details" button. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. Design System Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery Focus leaves the popup. Navigation instructions are not provided for "Discovered Cloud Resources Chart". The tooltip for MID servers is missing role. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. VoiceOver does not read-only fields as read-only. Guided App Creator "Create New Table" Manage Access Check boxes are not marked up for accessibility. "Open" buttons are not differentiated in a programmatically determinable manner. Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Drag-and-drop section does not have programmatically associated instructional information. Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Label content is not conveyed to a screen reader user when navigating the form. The Tables input field has no programmatically determinable label. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. To Do's Requests located in the open section lack an appropriate label. Knowledge Management Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article. Lists Inadequate table summary when read by JAWS. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Mobile Studio (non-classic) Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Performance Analytics Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. The number of items in the current search is not conveyed to screen reader users. Unexpected elements fall into keyboard focus order. Reporting Dashboard field is not well described by screen readers. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Expand/collapse status of each panel is not exposed to/announced by screen readers. Focus does not follow logical order. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. UI Builder Collapse Core Section button has Invalid ARIA attribute value. User Experience Engineering In Branding settings focus remains on save button.

Table 2. Software
Criteria	Conformance Level	Remarks and Explanations
501.1 Scope – Incorporation of WCAG 2.0 AA	See the WCAG 2.0 section.	See information in the WCAG 2.0 section,
502 Interoperability with Assistive Technology
502.2.1 User Control of Accessibility Features	Supports
502.2.2 No Disruption of Accessibility Features	Supports
502.3 Accessibility Services
502.3.1 Object Information	Partially supports	Agent Workspace No indication that Edit button has become active on selecting a check box. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Automated Test Framework Some page components are not readable by VoiceOver in Firefox. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. CSM Communities Some structured data does not have correct markup. Dashboards and Home Pages JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. Design System Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery The tooltip for MID servers is missing role. Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Forms and Fields VoiceOver does not read-only fields as read-only. Guided App Creator Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen reader. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Inadequate table summary when read by JAWS. Lists do not have headings. Row & column information for non-workspace list is generally not available as you are navigating through the list. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Performance Analytics Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. The number of items in the current search is not conveyed to screen reader users. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Expand/collapse status of each panel is not exposed to/announced by screen readers. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder Collapse Core Section button has Invalid ARIA attribute value. UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.2 Modification of Object Information	Partially supports	Agent Workspace Count of list items is inconsistent for screen readers. Not able to tab into column filter popup menu. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Customer Service Management Skills field is not keyboard accessible. Discovery Can't navigate to some action items via tab navigation on ITOM guided setup page. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Field Service Management No keyboard alternative to drag and drop action. Guided App Creator Focus remains on "Create Application" button after navigating to the 'General Info' screen. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Lists Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Some cells are not navigable using arrow keys. Mobile Studio (non-classic) Can't tab to unsaved changes popup for close new action. Unable to navigate and select function types using keyboard. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard Service Catalog: Service Portal Widgets The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. UI Builder Tooltips for the HTML editor is not available to keyboard users Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs.
502.3.3 Row, Column, and Headers	Partially supports	Agent Workspace No indication that Edit button has become active on selecting a check box. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Dashboards and Home Pages JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. Design System Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery The tooltip for MID servers is missing role. Voiceover or NVDA cannot read labels on the tab. Forms and Fields VoiceOver does not read-only fields as read-only. Guided App Creator "Open" buttons are not differentiated in a programmatically determinable manner. Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container. Lists Inadequate table summary when read by JAWS. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Performance Analytics Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. The number of items in the current search is not conveyed to screen reader users. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Expand/collapse status of each panel is not exposed to/announced by screen readers. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. UI Builder Collapse Core Section button has Invalid ARIA attribute value.
502.3.4 Values	Partially supports	Activity Stream Activity stream contents don't have a sufficient contrast ratio. Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Close filter button focus is lost to the top of the page. Count of list items is inconsistent for screen readers. No indication that Edit button has become active on selecting a check box. Not able to tab into column filter popup menu. When the "Advanced View" dialog is open and the viewport is set to a height of 430 px or less, the dialog's close button isn't visible on screen. Workspace contents don't have a sufficient contrast ratio. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Skip to Navigator link does not work when running JAWS. Unable to tab back once user tabs out of Notification Preference modal iframe. Asset Management The error message for emply upload files is not read by VoiceOver. Automated Test Framework Default language cannot be programmatically determined. Some elements do not receive focus. Some page components are not readable by VoiceOver in Firefox. Benchmarks Application Benchmarks Application does not have skip links. Content "behind" the graph is focusable when "View Trend" controls are activated. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Condition Builder Within the "Advanced View" dialog, the "Or" & "And" text doesn't have enough contrast. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Connect Chat There is no consistent identification for "Edit Group details" button. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Some structured data does not have correct markup. Customer Service Management Skills field is not keyboard accessible. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. The focus goes to back button on the page, however has no indication where it is. Design System Color alone is used to indicate item selected. Dialog content is not read in a consistent sequence. Insufficient color contrast between foreground color and background color. Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery Can't navigate to some action items via tab navigation on itom guided setup page. Focus leaves the popup. Navigation instructions are not provided for "Discovered Cloud Resources Chart". The tooltip for MID servers is missing role. Voiceover or NVDA cannot read labels on the tab. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Field Service Management No keyboard alternative to drag and drop action. Financial Management Some elements do not have sufficient contrast ratio. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. VoiceOver does not read-only fields as read-only. Guided App Creator "Create New Table" Manage Access Check boxes are not marked up for accessibility. "Open" buttons are not differentiated in a programmatically determinable manner. Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Drag-and-drop section does not have programmatically associated instructional information. Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Focus remains on "Create Application" button after navigating to the 'General Info' screen. Label content is not conveyed to a screen reader user when navigating the form. Screen presenting apps created are presented in a tabular format but should be in a table structure. Some text in the Guided App Creator does not have sufficient contrast. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. The Tables input field has no programmatically determinable label. Guided Tours Text alternative is missing for some icons. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container with a role of button. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Some text has insufficient color contrast. To Do's Requests located in the open section lack an appropriate label. When trying to save a contact record that is missing required information an error message is displayed, however focus is moved to the beginning of the page forcing a user to navigate back to the required form fields. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article. Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Inadequate table summary when read by JAWS. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Lists do not have headings. Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Some elements do not show indication it is holding focus. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Mobile Studio (non-classic) "Skip to Main Content" button is not moving focus as expected. Can't tab to unsaved changes popup for close new action. Focus moves unexpectedly as information is entered into the search. Mobile Studio > Applets: List Screen has an image with no alt-text. Navigation of List Screen function section does not follow logical focus order. Unable to navigate and select function types using keyboard. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. Screen reader is not reading the number provided in the aria-able brackets. Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. Some elements of the Performance Analytics dashboard does not have text alternative. The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. The equivalent text for the buttons inside each of the breakdowns does not clearly indicate the purpose of the button. The number of items in the current search is not conveyed to screen reader users. Unexpected elements fall into keyboard focus order. Reporting Dashboard field is not well described by screen readers. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Custom headings use incorrect markup. Expand/collapse status of each panel is not exposed to/announced by screen readers. Focus does not follow logical order. Pinch zoom is disabled. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Service Catalog Service Catalog is missing a "main" region. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. Focus disappears after completing an order. Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. The search widget at the top of a portal page is not within a search landmark. Software Asset Management The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder landing page uses invalid Aria attribute. Collapse Core Section button has Invalid ARIA attribute value. Tooltips for the HTML editor is not available to keyboard users. UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties. User Experience Engineering In Branding settings focus remains on save button. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs. Walk-Up Experience "Leave queue" button in Walk-up Check-in does not have sufficient contrast.
502.3.5 Modification of Values	Partially supports	Agent Workspace Count of list items is inconsistent for screen readers. Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. The Tables input field has no programmatically determinable label. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.6 Label Relationships	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.7 Hierarchical Relationships	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.8 Text	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.9 Modification of Text	Partially supports	Agent Workspace Count of list items is inconsistent for screen readers. Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.10 List of Actions	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.11 Actions on Objects	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.12 Focus Cursor	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Close filter button focus is lost to the top of the page. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Unable to tab back once user tabs out of Notification Preference modal iframe. Automated Test Framework Some elements do not receive focus. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. Some items do not fall in focus order. The focus goes to back button on the page, however has no indication where it is. Discovery Focus leaves the popup. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Knowledge Management Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. Unexpected elements fall into keyboard focus order. Security Focus does not follow logical order. Service Portal Focus disappears after completing an order. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. User Experience Engineering In Branding settings focus remains on save button.
502.3.13 Modification of Focus Cursor	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Close filter button focus is lost to the top of the page. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Unable to tab back once user tabs out of Notification Preference modal iframe. Automated Test Framework Some elements do not receive focus. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. Some items do not fall in focus order. The focus goes to back button on the page, however has no indication where it is. Discovery Focus leaves the popup. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Knowledge Management Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. Unexpected elements fall into keyboard focus order. Security Focus does not follow logical order. Service Portal Focus disappears after completing an order. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. User Experience Engineering In Branding settings focus remains on save button.
502.3.14 Event Notification	Partially supports	Asset Management The error message for empty upload files is not read by VoiceOver. Guided App Creator Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Knowledge Management Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article.
502.4 Platform Accessibility Features	Supports
503 Applications
503.2 User Preferences	Not applicable	Web application only
503.3 Alternative User Interfaces	Not applicable	Web application only
503.4 User Controls for Captions and Audio Description
503.4.1 Caption Controls	Not applicable	Product does not have captions.
503.4.2 Audio Description Controls	Not applicable	Product does not have captions.
504 Authoring Tools
504.2 Content Creation or Editing (if not authoring tool, enter `not applicable`)	See the WCAG 2.0 section.	See information in the WCAG 2.0 section,
504.2.1 Preservation of Information Provided for Accessibility in Format Conversion	Not applicable	Product is not an authoring tool.
504.2.2 PDF Export	Not applicable	Product is not an authoring tool.
504.3 Prompts	Not applicable	Product is not an authoring tool.
504.4 Templates	Not applicable	Product is not an authoring tool.

Support Documentation and Services


Criteria	Conformance Level	Remarks and Explanations
601.1 Scope
602 Support Documentation
602.2 Accessibility and Compatibility Features	Not evaluated	This report covers accessibility conformance for the ServiceNow product and does not discuss Documentation or Support Services.
602.3 Electronic Support Documentation	See the WCAG 2.0 section.	See information in the WCAG 2.0 section.
602.4 Alternate Formats for Non-Electronic Support Documentation	Not evaluated	This report covers accessibility conformance for the ServiceNow product and does not discuss Documentation or Support Services.
603 Support Services
603.2 Information on Accessibility and Compatibility Features	Not evaluated	This report covers accessibility conformance for the ServiceNow product and does not discuss Documentation or Support Services.
	Not evaluated	This report covers accessibility conformance for the ServiceNow product and does not discuss Documentation or Support Services.

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Release version

ServiceNow Accessibility Conformance Report

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

VPAT® Version 2.3 – April 2019

Name of Product/Version: ServiceNow Orlando

Product Description: ServiceNow Service Automation

Report Date: 20 February 2020

Contact information: compliance@servicenow.com

Note: This is a web only application.

The following product categories contain exceptions, but accessible alternatives exist or the product is in the process of being deprecated.

Forms Designer Alternate: Accessibility Path Exists: Use Slushbucket

Evaluation methods used

Applicable standards/guidelines

This report covers the degree of conformance for the following accessibility standard/guidelines:


Standard/Guideline	Included in report
Web Content Accessibility Guidelines 2.0, at http://www.w3.org/TR/2008/REC-WCAG20-20081211/	Level A (Yes) Level AA (Yes) Level AAA (No)
Web Content Accessibility Guidelines 2.1, at https://www.w3.org/TR/WCAG21/	Level A (No) Level AA (No) Level AAA (No)
Revised Section 508 standards published January 18, 2017 and corrected January 22, 2018	(Yes)
EN 301 549 Accessibility requirements suitable for public procurement of ICT products and services in Europe, - V2.1.2 (2018-08)	(No)

Terms

The terms used in the Conformance Level information are defined as follows:

Supports: The functionality of the product has at least one method that meets the criterion without known defects or meets with equivalent facilitation.
Partially supports: Some functionality of the product does not meet the criterion.
Does not support: The majority of product functionality does not meet the criterion.
Not applicable: The criterion is not relevant to the product.
Not evaluated: The product has not been evaluated against the criterion. This can be used only in WCAG 2.0 Level AAA.

WCAG 2.0 Report

Tables 1 and 2 also document conformance with:

EN 301 549: Chapter 9 - Web, Sections 10.1-10.4 of Chapter 10 - Non-Web documents, and Sections 11.1-11.4 and 11.8.2 of Chapter 11 - Non-Web Software (open and closed functionality), and Sections 12.1.2 and 12.2.4 of Chapter 12 – Documentation
Revised Section 508: Chapter 5 – 501.1 Scope, 504.2 Content Creation or Editing, and Chapter 6 – 602.3 Electronic Support Documentation.

Success criteria: Level A


Criteria	Conformance level	Remarks and explanations
1.1.1 Non-text Content (Level A) Also applies to: EN 301 549 Criteria 9.1.1.1 (Web) 10.1.1.1 (non-web document) 11.1.1.1.1 (Open Functionality Software) 11.1.1.1.2 (Closed Functionality Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	CSM Communities "i" icons next to Forum Expertise and Topic Expertise does not have alternative. Text alternative is missing for some icons in Community Portal. Guided Tours Text alternative is missing for some icons. Human Resources Service Management Some images in HR Portal are missing text alternative. Lists Cross buttons at the beginning of each row in the fields list do not have alternative text. Mobile Studio (non-classic) Mobile Studio > Applets: List Screen has an image with no alt-text. Performance Analytics Some elements of the Performance Analytics dashboard do not clearly indicate the purpose of the button. Security Incident Response Some elements of he Security Incident Response don't have logical text alternative.
1.2.1 Audio-only and Video-only (Prerecorded) (Level A) Also applies to: EN 301 549 Criteria 9.1.2.1 (Web) 10.1.2.1 (Non-web document) 11.1.2.1.1 (Open Functionality Software) 11.1.2.1.2.1 and 11.1.2.1.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Not Applicable	Product does not use prerecorded media
1.2.2 Captions (Prerecorded) (Level A) Also applies to: EN 301 549 Criteria 9.1.2.2 (Web) 10.1.2.2 (Non-web document) 11.1.2.2 (Open Functionality Software) 11.1.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Not applicable	Product does not use prerecorded media.
1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A) Also applies to: EN 301 549 Criteria 9.1.2.3 (Web) 10.1.2.3 (Non-web document) 11.1.2.3.1 (Open Functionality Software) 11.1.2.3.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Not applicable	Product does not use prerecorded media.
1.3.1 Info and Relationships (Level A) Also applies to: EN 301 549 Criteria 9.1.3.1 (Web) 10.1.3.1 (Non-web document) 11.1.3.1.1 (Open Functionality Software) 11.1.3.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Automated Test Framework Some components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace list is generally not available as you are navigating through the list. Service Catalog: Service Portal widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nav bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
1.3.2 Meaningful Sequence (Level A) Also applies to: EN 301 549 Criteria 9.1.3.2 (Web) 10.1.3.2 (Non-web document) 11.1.3.2.1 (Open Functionality Software) 11.1.3.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Design System Dialog content is not read in a consistent sequence. Human Resources Service Management When trying to save a contact record that is missing required information an error message is displayed, however, focus is moved to the beginning of the page forcing a user to navigate back to the required form fields.
1.3.3 Sensory Characteristics (Level A) Also applies to: EN 301 549 Criteria 9.1.3.3 (Web) 10.1.3.3 (Non-web document) 11.1.3.3 (Open Functionality Software) 11.1.3.3 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Design System Dialog content is not read in a consistent sequence.
1.4.1 Use of Color (Level A) Also applies to: EN 301 549 Criteria 9.1.4.1 (Web) 10.1.4.1 (Non-web document) 11.1.4.1 (Open Functionality Software) 11.1.4.1 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Design System Color alone is used to indicate item selected.
1.4.2 Audio Control (Level A) Also applies to: EN 301 549 Criteria 9.1.4.2 (Web) 10.1.4.2 (Non-web document) 11.1.4.2 (Open Functionality Software) 11.1.4.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.1.1 Keyboard (Level A) Also applies to: EN 301 549 Criteria 9.2.1.1 (Web) 10.2.1.1 (Non-web document) 11.2.1.1.1 (Open Functionality Software) 11.2.1.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace Not able to tab into column filter popup menu. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Customer Service Management Skills field is not keybaord accessible. Discovery Can't navigate to some action items via tab navigation on ITOM guided setup page. Field Service Management No keyboard alternative to drag and drop action. Guided App Creator Focus remains on "Create Application" button after navigating to the 'General Info' screen. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Lists Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Some cells are not navigable using arrow keys. Mobile Studio (non-classic) Can't tab to unsaved changes popup for close new action. Unable to navigate and select function types using keyboard. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. Service Catalog: Service Portal Widgets The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. UI Builder Tooltips for the HTML editor are not available to keyboard users. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs.
2.1.2 No Keyboard Trap (Level A) Also applies to: EN 301 549 Criteria 9.2.1.2 (Web) 10.2.1.2 (Non-web document) 11.2.1.2 (Open Functionality Software) 11.2.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.2.1 Timing Adjustable (Level A) Also applies to: EN 301 549 Criteria 9.2.2.1 (Web) 10.2.2.1 (Non-web document) 11.2.2.1 (Open Functionality Software) 11.2.2.1 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.2.2 Pause, Stop, Hide (Level A) Also applies to: EN 301 549 Criteria 9.2.2.2 (Web) 10.2.2.2 (Non-web document) 11.2.2.2 (Open Functionality Software) 11.2.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.3.1 Three Flashes or Below Threshold (Level A) Also applies to: EN 301 549 Criteria 9.2.3.1 (Web) 10.2.3.1 (Non-web document) 11.2.3.1 (Open Functionality Software) 11.2.3.1 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.4.1 Bypass Blocks (Level A) Also applies to: EN 301 549 Criteria 9.2.4.1 (Web) 10.2.4.1 (Non-web document) – Does not apply 11.2.4.1 (Open Functionality Software) – Does not apply 11.2.4.1 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) – Does not apply to non-web software 504.2 (Authoring Tool) 602.3 (Support Docs) – Does not apply to non-web docs	Partially supports	Benchmarks Application Benchmarks Application does not have skip links. Mobile Studio (non-classic) "Skip to Main Content" button is not moving focus as expected. Service Catalog Service Catalog is missing a "main" region.
2.4.2 Page Titled (Level A) Also applies to: EN 301 549 Criteria 9.2.4.2 (Web) 10.2.4.2 (Non-web document) 11.2.4.2 (Open Functionality Software) – Does not apply 11.2.4.2 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.4.3 Focus Order (Level A) Also applies to: EN 301 549 Criteria 9.2.4.3 (Web) 10.2.4.3 (Non-web document) 11.2.4.3 (Open Functionality Software) 11.2.4.3 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Application Navigator & Banner Frame Unable to tab back once user tabs out of Notification Preference modal iframe. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. Some items do not fall in focus order. Discovery Focus leaves the popup. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. Forms and Fields Cursor does not appear in a logical location after creation of a new form section. Focus does not follow logical order. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Lists Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Mobile Studio (non-classic) Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Save button does not fall under logical focus order. Performance Analytics The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. Unexpected elements fall into keyboard focus order. Security Focus does not follow logical order. User Experience Engineering In Branding settings focus remains on save button.
2.4.4 Link Purpose (In Context) (Level A) Also applies to: EN 301 549 Criteria 9.2.4.4 (Web) 10.2.4.4 (Non-web document) 11.2.4.4 (Open Functionality Software) 11.2.4.4 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Performance Analytics Screen reader is not reading the number provided in the aria-able brackets.
3.1.1 Language of Page (Level A) Also applies to: EN 301 549 Criteria 9.3.1.1 (Web) 10.3.1.1 (Non-web document) 11.3.1.1.1 (Open Functionality Software) 11.3.1.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Automated Test Framework Default language cannot be programmatically determined.
3.2.1 On Focus (Level A) Also applies to: EN 301 549 Criteria 9.3.2.1 (Web) 10.3.2.1 (Non-web document) 11.3.2.1 (Open Functionality Software) 11.3.2.1 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
3.2.2 On Input (Level A) Also applies to: EN 301 549 Criteria 9.3.2.2 (Web) 10.3.2.2 (Non-web document) 11.3.2.2 (Open Functionality Software) 11.3.2.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace Count of list items is inconsistent for screen readers. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page.
3.3.1 Error Identification (Level A) Also applies to: EN 301 549 Criteria 9.3.3.1 (Web) 10.3.3.1(Non-web document) 11.3.3.1.1 (Open Functionality Software) 11.3.3.1.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Asset Management The error message for empty upload files is not read by VoiceOver. Guided App Creator Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Knowledge Management Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article.
3.3.2 Labels or Instructions (Level A) Also applies to: EN 301 549 Criteria 9.3.3.2 (Web) 10.3.3.2 (Non-web document) 11.3.3.2 (Open Functionality Software) 11.3.3.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Discovery Navigation instructions are not provided for "Discovered Cloud Resources Chart". Guided App Creator "Create New Table" Manage Access Check boxes are not marked up for accessibility. Drag-and-drop section does not have programmatically associated instructional information. Label content is not conveyed to a screen reader user when navigating the form. The Tables input field has no programmatically determinable label. Human Resources Service Management To Do's Requests located in the open section lack an appropriate label. Reporting Dashboard field is not well described by screen readers.
4.1.1 Parsing (Level A) Also applies to: EN 301 549 Criteria 9.4.1.1 (Web) 10.4.1.1 (Non-web document) 11.4.1.1.1 (Open Functionality Software) 11.4.1.1.2 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Security Custom headings use incorrect markup. UI Builder UI Builder landing page uses invalid Aria attribute.
4.1.2 Name, Role, Value (Level A) Also applies to: EN 301 549 Criteria 9.4.1.2 (Web) 10.4.1.2 (Non-web document) 11.4.1.2.1 (Open Functionality Software) 11.4.1.2.2 (Closed Software) – Not required 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace No indication that Edit button has become active on selecting a check box. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Dashboard and Home Pages JAWS does not read correct description for charts in dashboards. Design System Screen reader description of the page is inconsistent. Unnecessary title attribution on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery The tooltip for MID servers is missing role. Forms and Fields VoiceOver does not read-only fields as read-only. Guided App Creator Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container with a role of button. Lists Inadequate table summary when read by JAWS. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Performance Analytics Screen Readers are not announcing progress information. Secondary information related to the "To" field (added users) is not programmatically associated with the field. The number of items in the current search is not conveyed to screen reader users. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Expand/collapse status of each panel is not exposed to/announced by screen readers. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as a button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. UI Builder Collapse Core Section button has Invalid ARIA attribute value.

Success Criteria, Level AA


Criteria	Conformance Level	Remarks and Explanations
1.2.4 Captions (Live) (Level AA) Also applies to: EN 301 549 Criteria 9.1.2.4 (Web) 10.1.2.4 (Non-web document) 11.1.2.4 (Open Functionality Software) 11.1.2.4 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
1.2.5 Audio Description (Prerecorded) (Level AA) Also applies to: EN 301 549 Criteria 9.1.2.5 (Web) 10.1.2.5 (Non-web document) 11.1.2.5 (Open Functionality Software) 11.1.2.5 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
1.4.3 Contrast (Minimum) (Level AA) Also applies to: EN 301 549 Criteria 9.1.4.3 (Web) 10.1.4.3 (Non-web document) 11.1.4.3 (Open Functionality Software) 11.1.4.3 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Activity Stream Activity stream contents don't have a sufficient contrast ratio. Agent Workspace Workspace contents don't have a sufficient contrast ratio. Condition Builder Within the "Advanced View" dialog, the "Or" & "And" text doesn't have enough contrast. Design System Insufficient color contrast between foreground color and background color. Financial Management Some elements do not have sufficient contrast ratio. Guided App Creator Some text in the Guided App Creator does not have sufficient contrast. Walk-Up Experience "Leave queue" button in Walk-up Check-in does not have sufficient contrast. Human Resources Service Management Some text has insufficient color contrast.
1.4.4 Resize text (Level AA) Also applies to: EN 301 549 Criteria 9.1.4.4 (Web) 10.1.4.4 (Non-web document) 11.1.4.4.1 (Open Functionality Software) 11.1.4.4.2 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace When the "Advanced View" dialog is open and he viewport is set to a height of 430 px or less, the dialog's close button isn't visible on screen. Security Pinch zoom is disabled.
1.4.5 Images of Text (Level AA) Also applies to: EN 301 549 Criteria 9.1.4.5 (Web) 10.1.4.5 (Non-web document) 11.1.4.5.1 (Open Functionality Software) 11.1.4.5.2 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
2.4.5 Multiple Ways (Level AA) Also applies to: EN 301 549 Criteria 9.2.4.5 (Web) 10.2.4.5 (Non-web document) – Does not apply 11.2.4.5 (Open Functionality Software) – Does not apply 11.2.4.5 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) – Does not apply to non-web software 504.2 (Authoring Tool) 602.3 (Support Docs) – Does not apply to non-web docs	Supports
2.4.6 Headings and Labels (Level AA) Also applies to: EN 301 549 Criteria 9.2.4.6 (Web) 10.2.4.6 (Non-web document) 11.2.4.6 (Open Functionality Software) 11.2.4.6 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Guided App Creator "Open" buttons are not differentiated in a programmatically determinable manner.
2.4.7 Focus Visible (Level AA) Also applies to: EN 301 549 Criteria 9.2.4.7 (Web) 10.2.4.7 (Non-web document) 11.2.4.7 (Open Functionality Software) 11.2.4.7 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Partially supports	Agent Workspace Close filter button focus is lost to the top of the page. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Automated Test Framework Some elements do not receive focus. Dashboards and Home Pages The focus goes to back button on the page, however has no indication where it is. Knowledge Management Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Focus not visible past New Criteria Button. Service Portal Focus disappears after completing an order. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator.
3.1.2 Language of Parts (Level AA) Also applies to: EN 301 549 Criteria 9.3.1.2 (Web) 10.3.1.2 (Non-web document) 11.3.1.2 (Open Functionality Software) – Does not apply 11.3.1.2 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
3.2.3 Consistent Navigation (Level AA) Also applies to: EN 301 549 Criteria 9.3.2.3 (Web) 10.3.2.3 (Non-web document) – Does not apply 11.3.2.3 (Open Functionality Software) – Does not apply 11.3.2.3 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) – Does not apply to non-web software. 504.2 (Authoring Tool) 602.3 (Support Docs) – Does not apply to non-web docs.	Supports
3.2.4 Consistent Identification (Level AA) Also applies to: EN 301 549 Criteria 9.3.2.4 (Web) 10.3.2.4 (Non-web document) – Does not apply 11.3.2.4 (Open Functionality Software) – Does not apply 11.3.2.4 (Closed Software) – Does not apply 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) – Does not apply to non-web software. 504.2 (Authoring Tool) 602.3 (Support Docs) – Does not apply to non-web docs.	Partially supports	Connect Chat There is no consistent identification for "Edit Group details" button.
3.3.3 Error Suggestion (Level AA) Also applies to: EN 301 549 Criteria 9.3.3.3 (Web) 10.3.3.3 (Non-web document) 11.3.3.3 (Open Functionality Software) 11.3.3.3 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports
3.3.4 Error Prevention (Legal, Financial, Data) (Level AA) Also applies to: EN 301 549 Criteria 9.3.3.4 (Web) 10.3.3.4 (Non-web document) 11.3.3.4 (Open Functionality Software) 11.3.3.4 (Closed Software) 11.8.2 (Authoring Tool) 12.1.2 (Product Docs) 12.2.4 (Support Docs) Revised Section 508 501 (Web)(Software) 504.2 (Authoring Tool) 602.3 (Support Docs)	Supports

Success Criteria, Level AAA

Not evaluated against AAA.

Revised Section 508 Report

Table 1. Functional Performance Criteria (FPC)
Criteria	Conformance Level	Remarks and Explanations
302.1 Without Vision	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Count of list items is inconsistent for screen readers. No indication that Edit button has become active on selecting a check box. Not able to tab into column filter popup menu. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Unable to tab back once user tabs out of Notification Preference modal iframe. Asset Management The error message for emply upload files is not read by VoiceOver. Automated Test Framework Default language cannot be programmatically determined. Some page components are not readable by VoiceOver in Firefox. Benchmarks Application Benchmarks Application does not have skip links. Content "behind" the graph is focusable when "View Trend" controls are activated. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Connect Chat There is no consistent identification for "Edit Group details" button. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Some structured data does not have correct markup. Customer Service Management Skills field is not keyboard accessible. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. Design System Dialog content is not read in a consistent sequence. Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery Can't navigate to some action items via tab navigation on itom guided setup page. Focus leaves the popup. Navigation instructions are not provided for "Discovered Cloud Resources Chart". The tooltip for MID servers is missing role. Voiceover or NVDA cannot read labels on the tab. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Field Service Management No keyboard alternative to drag and drop action. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. VoiceOver does not read-only fields as read-only. Guided App Creator "Create New Table" Manage Access Check boxes are not marked up for accessibility. "Open" buttons are not differentiated in a programmatically determinable manner. Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Drag-and-drop section does not have programmatically associated instructional information. Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Focus remains on "Create Application" button after navigating to the 'General Info' screen. Label content is not conveyed to a screen reader user when navigating the form. Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. The Tables input field has no programmatically determinable label. Guided Tours Text alternative is missing for some icons. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container with a role of button. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. To Do's Requests located in the open section lack an appropriate label. When trying to save a contact record that is missing required information an error message is displayed, however focus is moved to the beginning of the page forcing a user to navigate back to the required form fields. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article. Lists Inadequate table summary when read by JAWS. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Lists do not have headings. Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Mobile Studio (non-classic) "Skip to Main Content" button is not moving focus as expected. Can't tab to unsaved changes popup for close new action. Focus moves unexpectedly as information is entered into the search. Mobile Studio > Applets: List Screen has an image with no alt-text. Navigation of List Screen function section does not follow logical focus order. Unable to navigate and select function types using keyboard. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. Screen reader is not reading the number provided in the aria-able brackets. Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. Some elements of the Performance Analytics dashboard does not have text alternative. The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. The equivalent text for the buttons inside each of the breakdowns does not clearly indicate the purpose of the button. The number of items in the current search is not conveyed to screen reader users. Unexpected elements fall into keyboard focus order. Reporting Dashboard field is not well described by screen readers. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Custom headings use incorrect markup. Expand/collapse status of each panel is not exposed to/announced by screen readers. Focus does not follow logical order. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Service Catalog Service Catalog is missing a "main" region. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder landing page uses invalid Aria attribute. Collapse Core Section button has Invalid ARIA attribute value. Tooltips for the HTML editor is not available to keyboard users. UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties. User Experience Engineering In Branding settings focus remains on save button. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs.
302.2 With Limited Vision	Partially supports	Activity Stream Activity stream contents don't have a sufficient contrast ratio. Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Close filter button focus is lost to the top of the page. Not able to tab into column filter popup menu. When the "Advanced View" dialog is open and the viewport is set to a height of 430 px or less, the dialog's close button isn't visible on screen. Workspace contents don't have a sufficient contrast ratio. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Unable to tab back once user tabs out of Notification Preference modal iframe. Asset Management The error message for emply upload files is not read by VoiceOver. Automated Test Framework Some elements do not receive focus. Some page components are not readable by VoiceOver in Firefox. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Condition Builder Within the "Advanced View" dialog, the "Or" & "And" text doesn't have enough contrast. Connect Chat There is no consistent identification for "Edit Group details" button. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Some structured data does not have correct markup. Customer Service Management Skills field is not keyboard accessible. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. Some items do not fall in focus order. The focus goes to back button on the page, however has no indication where it is. Design System Color alone is used to indicate item selected. Dialog content is not read in a consistent sequence. Insufficient color contrast between foreground color and background color. Discovery Can't navigate to some action items via tab navigation on itom guided setup page. Focus leaves the popup. Voiceover or NVDA cannot read labels on the tab. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Field Service Management No keyboard alternative to drag and drop action. Financial Management Some elements do not have sufficient contrast ratio. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. Guided App Creator "Open" buttons are not differentiated in a programmatically determinable manner. Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Focus remains on "Create Application" button after navigating to the 'General Info' screen. Screen presenting apps created are presented in a tabular format but should be in a table structure. Some text in the Guided App Creator does not have sufficient contrast. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Some text has insufficient color contrast. When trying to save a contact record that is missing required information an error message is displayed, however focus is moved to the beginning of the page forcing a user to navigate back to the required form fields. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article. Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Lists do not have headings. Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Can't tab to unsaved changes popup for close new action. Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Unable to navigate and select function types using keyboard. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. Unexpected elements fall into keyboard focus order. Security Focus does not follow logical order. Pinch zoom is disabled. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. Focus disappears after completing an order. Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder Tooltips for the HTML editor is not available to keyboard users. UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties. User Experience Engineering In Branding settings focus remains on save button. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs. Walk-Up Experience "Leave queue" button in Walk-up Check-in does not have sufficient contrast.
302.3 Without Perception of Color	Partially supports	Activity Stream Activity stream contents don't have a sufficient contrast ratio. Agent Workspace Workspace contents don't have a sufficient contrast ratio. Condition Builder Within the "Advanced View" dialog, the "Or" & "And" text doesn't have enough contrast. Design System Color alone is used to indicate item selected. Insufficient color contrast between foreground color and background color. Financial Management Some elements do not have sufficient contrast ratio. Guided App Creator Some text in the Guided App Creator does not have sufficient contrast. Human Resources Service Management Some text has insufficient color contrast. Walk-Up Experience "Leave queue" button in Walk-up Check-in does not have sufficient contrast.
302.4 Without Hearing	Supports
302.5 With Limited Hearing	Supports
302.6 Without Speech	Supports
302.7 With Limited Manipulation	Partially supports	Agent Workspace Close filter button focus is lost to the top of the page. Not able to tab into column filter popup menu. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Automated Test Framework Some elements do not receive focus. Connect Chat There is no consistent identification for "Edit Group details" button. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Customer Service Management Skills field is not keyboard accessible. Dashboards and Home Pages The focus goes to back button on the page, however has no indication where it is. Discovery Can't navigate to some action items via tab navigation on ITOM guided setup page. Field Service Management No keyboard alternative to drag and drop action. Guided App Creator Focus remains on "Create Application" button after navigating to the 'General Info' screen. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Some cells are not navigable using arrow keys. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Can't tab to unsaved changes popup for close new action. Unable to navigate and select function types using keyboard. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. Service Catalog: Service Portal Widgets The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order. Focus disappears after completing an order. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. UI Builder Tooltips for the HTML editor is not available to keyboard users. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs.
302.8 With Limited Reach and Strength	Supports
302.9 With Limited Language, Cognitive, and Learning Abilities	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. No indication that Edit button has become active on selecting a check box. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Unable to tab back once user tabs out of Notification Preference modal iframe. Some Aria roles on Knowledge pages do not conform to valid values. Asset Management The error message for empty upload files is not read by VoiceOver. Automated Test Framework Default language cannot be programmatically determined. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Connect Chat There is no consistent identification for "Edit Group details" button. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. Design System Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery Focus leaves the popup. Navigation instructions are not provided for "Discovered Cloud Resources Chart". The tooltip for MID servers is missing role. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. VoiceOver does not read-only fields as read-only. Guided App Creator "Create New Table" Manage Access Check boxes are not marked up for accessibility. "Open" buttons are not differentiated in a programmatically determinable manner. Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Drag-and-drop section does not have programmatically associated instructional information. Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Label content is not conveyed to a screen reader user when navigating the form. The Tables input field has no programmatically determinable label. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. To Do's Requests located in the open section lack an appropriate label. Knowledge Management Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article. Lists Inadequate table summary when read by JAWS. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Mobile Studio (non-classic) Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Performance Analytics Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. The number of items in the current search is not conveyed to screen reader users. Unexpected elements fall into keyboard focus order. Reporting Dashboard field is not well described by screen readers. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Expand/collapse status of each panel is not exposed to/announced by screen readers. Focus does not follow logical order. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. UI Builder Collapse Core Section button has Invalid ARIA attribute value. User Experience Engineering In Branding settings focus remains on save button.

Table 2. Software
Criteria	Conformance Level	Remarks and Explanations
501.1 Scope – Incorporation of WCAG 2.0 AA	See the WCAG 2.0 section.	See information in the WCAG 2.0 section,
502 Interoperability with Assistive Technology
502.2.1 User Control of Accessibility Features	Supports
502.2.2 No Disruption of Accessibility Features	Supports
502.3 Accessibility Services
502.3.1 Object Information	Partially supports	Agent Workspace No indication that Edit button has become active on selecting a check box. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Automated Test Framework Some page components are not readable by VoiceOver in Firefox. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. CSM Communities Some structured data does not have correct markup. Dashboards and Home Pages JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. Design System Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery The tooltip for MID servers is missing role. Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Forms and Fields VoiceOver does not read-only fields as read-only. Guided App Creator Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen reader. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Inadequate table summary when read by JAWS. Lists do not have headings. Row & column information for non-workspace list is generally not available as you are navigating through the list. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Performance Analytics Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. The number of items in the current search is not conveyed to screen reader users. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Expand/collapse status of each panel is not exposed to/announced by screen readers. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder Collapse Core Section button has Invalid ARIA attribute value. UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.2 Modification of Object Information	Partially supports	Agent Workspace Count of list items is inconsistent for screen readers. Not able to tab into column filter popup menu. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Customer Service Management Skills field is not keyboard accessible. Discovery Can't navigate to some action items via tab navigation on ITOM guided setup page. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Field Service Management No keyboard alternative to drag and drop action. Guided App Creator Focus remains on "Create Application" button after navigating to the 'General Info' screen. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Lists Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Some cells are not navigable using arrow keys. Mobile Studio (non-classic) Can't tab to unsaved changes popup for close new action. Unable to navigate and select function types using keyboard. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard Service Catalog: Service Portal Widgets The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. UI Builder Tooltips for the HTML editor is not available to keyboard users Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs.
502.3.3 Row, Column, and Headers	Partially supports	Agent Workspace No indication that Edit button has become active on selecting a check box. Application Navigator & Banner Frame Skip to Navigator link does not work when running JAWS. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Dashboards and Home Pages JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. Design System Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery The tooltip for MID servers is missing role. Voiceover or NVDA cannot read labels on the tab. Forms and Fields VoiceOver does not read-only fields as read-only. Guided App Creator "Open" buttons are not differentiated in a programmatically determinable manner. Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container. Lists Inadequate table summary when read by JAWS. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Performance Analytics Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. The number of items in the current search is not conveyed to screen reader users. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Expand/collapse status of each panel is not exposed to/announced by screen readers. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Software Asset Management Professional The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. UI Builder Collapse Core Section button has Invalid ARIA attribute value.
502.3.4 Values	Partially supports	Activity Stream Activity stream contents don't have a sufficient contrast ratio. Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Close filter button focus is lost to the top of the page. Count of list items is inconsistent for screen readers. No indication that Edit button has become active on selecting a check box. Not able to tab into column filter popup menu. When the "Advanced View" dialog is open and the viewport is set to a height of 430 px or less, the dialog's close button isn't visible on screen. Workspace contents don't have a sufficient contrast ratio. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Skip to Navigator link does not work when running JAWS. Unable to tab back once user tabs out of Notification Preference modal iframe. Asset Management The error message for emply upload files is not read by VoiceOver. Automated Test Framework Default language cannot be programmatically determined. Some elements do not receive focus. Some page components are not readable by VoiceOver in Firefox. Benchmarks Application Benchmarks Application does not have skip links. Content "behind" the graph is focusable when "View Trend" controls are activated. Change Management The Search field below the Sample Change Requests select box is provided with a role of combobox but behaves like a text input. Condition Builder Within the "Advanced View" dialog, the "Or" & "And" text doesn't have enough contrast. Configuration Management Database (CMDB) Create identifier entry dialog is missing aria-labelledby. Connect Chat There is no consistent identification for "Edit Group details" button. CSM Communities Navigation via keyboard is not possible in popup calendar widget. Some structured data does not have correct markup. Customer Service Management Skills field is not keyboard accessible. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. JAWS does not read correct description for charts in dashboards. Some items do not fall in focus order. The focus goes to back button on the page, however has no indication where it is. Design System Color alone is used to indicate item selected. Dialog content is not read in a consistent sequence. Insufficient color contrast between foreground color and background color. Screen reader description of the page is inconsistent. Unnecessary title attribute on verify contact dialog heading, and definition list can lead to repeated content when using Screen Reader. Discovery Can't navigate to some action items via tab navigation on itom guided setup page. Focus leaves the popup. Navigation instructions are not provided for "Discovered Cloud Resources Chart". The tooltip for MID servers is missing role. Voiceover or NVDA cannot read labels on the tab. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Field Service Management No keyboard alternative to drag and drop action. Financial Management Some elements do not have sufficient contrast ratio. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. VoiceOver does not read-only fields as read-only. Guided App Creator "Create New Table" Manage Access Check boxes are not marked up for accessibility. "Open" buttons are not differentiated in a programmatically determinable manner. Content displayed by the "Learn More" link is not properly provided to screen reader users. Additionally, the aria and role attributes in the <eds-tooltip> pseudo element are not valid and will not be recognized by assistive technologies. Drag-and-drop section does not have programmatically associated instructional information. Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Focus remains on "Create Application" button after navigating to the 'General Info' screen. Label content is not conveyed to a screen reader user when navigating the form. Screen presenting apps created are presented in a tabular format but should be in a table structure. Some text in the Guided App Creator does not have sufficient contrast. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. The Tables input field has no programmatically determinable label. Guided Tours Text alternative is missing for some icons. Human Resources Test within the expandable/collapsible Test panel is marked up as a role of link inside a container with a role of button. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Some text has insufficient color contrast. To Do's Requests located in the open section lack an appropriate label. When trying to save a contact record that is missing required information an error message is displayed, however focus is moved to the beginning of the page forcing a user to navigate back to the required form fields. Knowledge Management Pressing spacebar on "subscribe" button on article on KB portal is not working as expected. Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article. Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Inadequate table summary when read by JAWS. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Lists do not have headings. Right-clicking on list cell brings up a context menu containing "Show Matching" and "Filter Out" options, but there is no equivalent keyboard shortcut other than using the filter. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Some elements do not show indication it is holding focus. Mobile iOS (non-classic) List features are unavailable in accessibility mode. Mobile Studio (non-classic) "Skip to Main Content" button is not moving focus as expected. Can't tab to unsaved changes popup for close new action. Focus moves unexpectedly as information is entered into the search. Mobile Studio > Applets: List Screen has an image with no alt-text. Navigation of List Screen function section does not follow logical focus order. Unable to navigate and select function types using keyboard. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics "Clear all" button on Dashboard picker is not keyboard accessible. Buttons are not consistently operable via keyboard. Screen reader is not reading the number provided in the aria-able brackets. Screen Readers are not announcing progress information. Secondary information related to the ""To"" field (added users) is not programmatically associated with the field. Some elements of the Performance Analytics dashboard does not have text alternative. The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. The equivalent text for the buttons inside each of the breakdowns does not clearly indicate the purpose of the button. The number of items in the current search is not conveyed to screen reader users. Unexpected elements fall into keyboard focus order. Reporting Dashboard field is not well described by screen readers. Security Switch control and the toggle control to expand/collapse the panel are not labeled correctly. Close/Remove button in notification message has the wrong role applied. Custom headings use incorrect markup. Expand/collapse status of each panel is not exposed to/announced by screen readers. Focus does not follow logical order. Pinch zoom is disabled. Screen readers are not able to access text content within each of the Access Control, Attachments etc. panels. Switch control container is erroneously marked up as button. The "Access Control" panel is erroneously marked up as a tablist. Security Incident Response Table cells do not have appropriate role. Service Catalog Service Catalog is missing a "main" region. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. The view details link is not accessible for screen reader or keyboard reliant users. Service Portal Buttons for people in the 'Team' section of the user profile are not part of the tab order and have poor labels. Focus disappears after completing an order. Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. The search widget at the top of a portal page is not within a search landmark. Software Asset Management The "Select the publisher(s) for which compliance should be calculated" label is not marked up as a label and is not programmatically associated with the related custom drop-down. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder landing page uses invalid Aria attribute. Collapse Core Section button has Invalid ARIA attribute value. Tooltips for the HTML editor is not available to keyboard users. UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties. User Experience Engineering In Branding settings focus remains on save button. Vulnerability Response The time component in "Knowledge Base Configuration" cannot be changed via tabs. Walk-Up Experience "Leave queue" button in Walk-up Check-in does not have sufficient contrast.
502.3.5 Modification of Values	Partially supports	Agent Workspace Count of list items is inconsistent for screen readers. Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. The Tables input field has no programmatically determinable label. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.6 Label Relationships	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.7 Hierarchical Relationships	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.8 Text	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.9 Modification of Text	Partially supports	Agent Workspace Count of list items is inconsistent for screen readers. Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Event Management Selection of an option within the All drop down of Event Management dashboard reloads the page. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.10 List of Actions	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Some cells are not navigable using arrow keys. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.11 Actions on Objects	Partially supports	Automated Test Framework Some page components are not readable by VoiceOver in Firefox. CSM Communities Some structured data does not have correct markup. Discovery Voiceover or NVDA cannot read labels on the tab. Employee Service Center When selecting the next/previous buttons located in the carousels nothing is conveyed to screen reader users that anything has occurred. Guided App Creator Screen presenting apps created are presented in a tabular format but should be in a table structure. The groups for fields beginning with Field Label input and ending with Delete field link are not defined or identified for screen reader users. Human Resources Service Management Menus with associated numbers do not explain what the number represents when using screen readers. Phone and email information in the "Teams" section cannot be programmatically determined. Some elements do not have appropriate label. Lists Lists do not have headings. Row & column information for non-workspace lists is generally not available as you are navigating through the list. Service Catalog: Service Portal Widgets Some elements do not have appropriate label. Service Portal Heading structure is incorrect in Portal Profile page. Insufficient information announced for menu items. Screen readers state there is one item more than what is available in the nave bar. Service Portal pages have multiple H1 markup. The search widget at the top of a portal page is not within a search landmark. Studio Application Names in Select Application screen/list need better markup so they can be announced by screen readers. UI Builder UI Builder does not have clear instructions for keyboard users and screen reader users to access container properties.
502.3.12 Focus Cursor	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Close filter button focus is lost to the top of the page. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Unable to tab back once user tabs out of Notification Preference modal iframe. Automated Test Framework Some elements do not receive focus. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. Some items do not fall in focus order. The focus goes to back button on the page, however has no indication where it is. Discovery Focus leaves the popup. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Knowledge Management Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. Unexpected elements fall into keyboard focus order. Security Focus does not follow logical order. Service Portal Focus disappears after completing an order. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. User Experience Engineering In Branding settings focus remains on save button.
502.3.13 Modification of Focus Cursor	Partially supports	Agent Workspace After selecting the 'quick edit' button, focus returned to the top of the page. Close filter button focus is lost to the top of the page. Application Navigator & Banner Frame Focus not visible when navigating through Favorites. Unable to tab back once user tabs out of Notification Preference modal iframe. Automated Test Framework Some elements do not receive focus. Benchmarks Application Content "behind" the graph is focusable when "View Trend" controls are activated. Dashboards and Home Pages Focus does not follow logical order when tabbing through tabs. Some items do not fall in focus order. The focus goes to back button on the page, however has no indication where it is. Discovery Focus leaves the popup. Employee Service Center Tab order within a carousel is incorrect based on visual location of the controls. Forms and Fields Cursor does not appear in a logical location after creation a new form section. Focus does not follow logical order. Human Resources Service Management Focus does not return to the Create Case button when the dialog is closed. Knowledge Management Static header makes focus difficult to perceive. Lists No highlighted Focus in any element on using tab from keyboard. Keyboard users are not easily able to traverse from the filter's hide/show button to the filter panel itself. List column menus do not return to calling element after action completes. Some elements do not show indication it is holding focus. Mobile Studio (non-classic) Focus moves unexpectedly as information is entered into the search. Navigation of List Screen function section does not follow logical focus order. Save button does not fall under logical focus order. Focus not visible past New Criteria Button. Performance Analytics The "Antivirus Events" heading within the graph unnecessarily falls into keyboard focus order. Unexpected elements fall into keyboard focus order. Security Focus does not follow logical order. Service Portal Focus disappears after completing an order. The hamburger menu next to "Cases from last 30 days" has no visible focus indicator. User Experience Engineering In Branding settings focus remains on save button.
502.3.14 Event Notification	Partially supports	Asset Management The error message for empty upload files is not read by VoiceOver. Guided App Creator Error messages appearing below the input fields while focus is in the input field are not presented to assistive technology users when they visually appear. Knowledge Management Rating a KB article submits the change repeatedly when using a keyboard to rate a knowledge article.
502.4 Platform Accessibility Features	Supports
503 Applications
503.2 User Preferences	Not applicable	Web application only
503.3 Alternative User Interfaces	Not applicable	Web application only
503.4 User Controls for Captions and Audio Description
503.4.1 Caption Controls	Not applicable	Product does not have captions.
503.4.2 Audio Description Controls	Not applicable	Product does not have captions.
504 Authoring Tools
504.2 Content Creation or Editing (if not authoring tool, enter `not applicable`)	See the WCAG 2.0 section.	See information in the WCAG 2.0 section,
504.2.1 Preservation of Information Provided for Accessibility in Format Conversion	Not applicable	Product is not an authoring tool.
504.2.2 PDF Export	Not applicable	Product is not an authoring tool.
504.3 Prompts	Not applicable	Product is not an authoring tool.
504.4 Templates	Not applicable	Product is not an authoring tool.

Support Documentation and Services


Criteria	Conformance Level	Remarks and Explanations
601.1 Scope
602 Support Documentation
602.2 Accessibility and Compatibility Features	Not evaluated	This report covers accessibility conformance for the ServiceNow product and does not discuss Documentation or Support Services.
602.3 Electronic Support Documentation	See the WCAG 2.0 section.	See information in the WCAG 2.0 section.
602.4 Alternate Formats for Non-Electronic Support Documentation	Not evaluated	This report covers accessibility conformance for the ServiceNow product and does not discuss Documentation or Support Services.
603 Support Services
603.2 Information on Accessibility and Compatibility Features	Not evaluated	This report covers accessibility conformance for the ServiceNow product and does not discuss Documentation or Support Services.
	Not evaluated	This report covers accessibility conformance for the ServiceNow product and does not discuss Documentation or Support Services.

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ServiceNow Accessibility Conformance Report

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