[nfbcs] Change Control accessibility - Service-Now

[Gary Wunder]

Remedy should receive our attention. It is far too popular to be as
difficult as it is to use. When I last tried to use it, they were
recommending it be used with Jaws 7 and we were already to Jaws 11.



-----Original Message-----
From: nfbcs [mailto:nfbcs-bounces at nfbnet.org] On Behalf Of Steve Jacobson
Sent: Friday, February 14, 2014 10:07 AM
To: NFB in Computer Science Mailing List
Subject: Re: [nfbcs] Change Control accessibility - Service-Now

Tracy,

I am also not a fan of Remedy and am glad my employer just moved away from
it, but for the benefit of others on the list, it probably isn't fair to say
it is totally inaccessible.  There are some things that can be done in the
.INI file that make it a little easier to use, and there is some
documentation around on how to make it accessible.  Some controls worked
differently with Remedy such as accessing a list of choices on a field, and
I also found that with Window-Eyes, Remedy would eventually crash if I was
inside of it to long.  

On the "view" menu, there is an item to turn on prompts.  When this option
is on, a prompt was visible just above the status line which provides some
generic information about the field one is accessing.  I found this option
to help me know where I was when fields were not labeled well.
Unfortunately, I never found a way to make the prompt line stay on by
default.  I had to turn it on every time.  

My point here is just to let others know that if one is stuck with Remedy,
there are some things that can be done that might make a difference.  We
also had some web forms that created Remedy tickets but I don't know how
they were written.  They were very accessible, though, so if one is lucky
they might be able to interact with Remedy through web forms depending upon
their employer.  Having said all this, though, I found the structure of
Remedy to be very confusing, and would say it is a good example of something
that might be accessible but not very useable.  

Best regards,

Steve Jacobson

On Fri, 14 Feb 2014 10:31:29 -0500, Tracy Carcione wrote:

>My shop recently changed our Change Control and Helpdesk tickets system 
>from Remedy, which was functionally completely inaccessible, to 
>Service-Now, which is incredibly easy for me to use.  After a year or 
>two of needing to have a colleague make my change tickets for me, I am 
>once again able to do it quickly and efficiently myself. Yippee!
>So, if anyone is in a position to advise on this kind of system, I 
>would totally recommend Service-Now over Remedy, from an accessibility
standpoint.
>I think the sighted users are also finding it a lot simpler and easier 
>than Remedy was, too.
>Tracy


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