[nfbcs] Change Control accessibility - Service-Now

[Steve Jacobson]

Tracy,

My comments were based on the desktop version, sorry if I missed that you were using the web version.  I had 
understood, although perhaps incorrectly, that there was some kind of user profile that could be changed to make 
the web version more accessible, but even that probably depends on the version.  What I find somewhat frustrating 
is that often companies are adding accessibility to newer versions of their software but companies are hanging 
back with the older versions for long periods of time.  Therefore, even if accessibility is improved, one might 
not see the results at the workplace for years.  

Anyway, thanks for the clarification.

On Tue, 18 Feb 2014 08:13:58 -0500, Tracy Carcione wrote:

>Hi Steve.
>There may be 2 Remedy versions, one on the desktop and one on the web.  The 
>desktop one worked OK.  It was complicated, but doable.  The one on the web 
>was not doable, at least not for me.  It's been a while since I gave up on 
>it, but I think there were some things I couldn't get to at all, and others 
>that just took so much time and effort it wasn't worth it.
>Tracy

>----- Original Message ----- 
>From: "Gary Wunder" <gwunder at earthlink.net>
>To: "'NFB in Computer Science Mailing List'" <nfbcs at nfbnet.org>
>Sent: Monday, February 17, 2014 11:32 AM
>Subject: Re: [nfbcs] Change Control accessibility - Service-Now


>> 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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>> m
>>
>>
>>
>>
>>
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