Oracle Accessibility Conformance Report

 The product was tested for:

• Control and input field has an associated label that describes its purpose.
• Images that convey information have meaningful alternative text using ALT.
• Images that are decorative are marked up using ALT="".
• No time based media is used.
• CAPTCHAs are not used.
• Non-text characters are not used or have meaningful alternative text.
• Title for Objects and Applets are provided.
• Information shown in complex images such as charts is also available in an alternative textual form.

No pre-recorded audio-only or video-only content is being used.

No pre-recorded video content is being used.

No live audio content in video is being used.

No pre-recorded video is being used.

No pre-recorded video is being used.

The product was tested for:

• User interface component labels are associated with the fields they are labeling.
• Row and column headers are identified for all data tables
• Headings are encoded with HTML heading tags.
• Data tables specify SUMMARY or CAPTION
• Layout tables use appropriate markup
• Groups of components are marked up with their descriptions.
• Style sheets are used only to change the layout and presentation on the screen.

Exceptions:

• 25038265: No Summary or Row Header defined on Calendar for any Date fields
• 26020358: Missing or Empty Label for multi-select component and for Select All check box 
• 26401258: Screen Reader does not read menu label or menu type when entering dropdown.
• 26517878: Text read out for Thread editor channel menu is unclear
• 26890585: The label of the Importance flag button should be improved
• 26890587: The label of the Importance flag text field is not unique

The product was tested for:

• The sequence of elements in the DOM matches a logical reading sequence

The product was tested for:

• Instructions provided do not refer to things solely based on their sensory characteristics such as shape, size, visual location, orientation, color, or sound.

The product was tested for:

• Information conveyed by color or font styles is available in alternative formats, such as shape and text.
• Information conveyed by color has a contrast ratio of at least 3:1

Reports can be configured by the customers to modify the text font color/size as a result of the data meeting a configured conditional.  In these cases, the customer has configured the reports themselves and will have to ensure the shape and/or font weight address accessibility concerns. 

No automatically playing audio is used.

The product was tested for:

• Large-scale text and images of large-scale text have a contrast ratio of at least 3:1.
• Other text and images of text have a contrast ratio of at least 4:5:1.

Exceptions:

• 25038260: Placeholder text does not meet contrast ratio on all pages
• 25353534 In high contrast (Black) mode: Focused elements in dropdown select boxes do not meet accessibility contrast guidelines
• 25353536 In high contrast (Black) mode: Focused elements in hierarchical menu boxes do not meet accessibility contrast guidelines
• 28678626: Chat login/Enable Sound icons are not displayed in High contrast mode
• 30321704:  In high contrast mode, the user cannot find out if the switch control in incident workspace is enabled or disabled

The product was tested for:

• Ensure that text can be resized up to 200% without loss of content or functionality.

Note:

• The user interfaces for individual object types are configured by the customer; it is your responsibility to ensure that these configurations resize appropriately.

Besides the decorative Oracle logo, images of text are not used.

The product was tested for:

• Ability to perform functions from the keyboard only
• Logical movement of focus through the controls
• Proper operation of unique keystrokes and access keys, including those listed in the product documentation
• The ability to use the product with OS keyboard aids: StickyKeys and FilterKeys (feature names may be different on different platforms)

Exceptions:

• 28814015: User has to press Enter key twice to open a sub-tab in a workspace
• 27132277: Currency selector does not have currently selected value in focus when opened
• 26837050: Can't expand hierarchy fields with keyboard using screen reader
• 28671045: Recent Items search box down arrow is not accessible via keyboard
• 27065567: Unable to type anything via keyboard for the recipient picker for forward incident when screen reader is running
• 27222528: Add button can't be accessed for SLA field in organization workspace using keyboard alone in Safari browser
• 27222529: Cancel button can't be accessed for SLA viewer using keyboard alone in Safari browser
• 28316534: For Email custom field and Attribures - Email Icon (enabled/disabled) is not listed in Jaws Form Field dialog, also enabled icon cannot be accessed using only Keyboard
• 28806141: Legal term page can not zoom with keyboard shortcuts
• 28806143: Authorize page can not zoom with keyboard shortcuts
• 29770789: Themes can't be accessed using keyboard only on edge browser
• 29809490: IE11 Cannot use keyboard to select drop down menu selections

The product was tested for:

• Movement of focus through each control using only the keyboard, with no "keyboard trap" that prevents focus from moving away from any control.

The user is given a two minute notice before they are logged out when their session expires and they can click a button during those two minutes to remain logged in.  We do not have any other time limits in our application.

We do not have any moving, blinking, or scrolling content.

The product was tested for:

• No portion of the screen flickers or flashes with a frequency between 2 Hz and 55 Hz

The product was tested for:

• A ‘Skip to Main Content’ link is provided to skip repetitive navigation links at the top of the page.
• Structure and hierarchy is marked up with Header elements outside of repetitive navigation links

The product was tested for:

• Pages have a meaningful title specified in the TITLE element

The product was tested for:

• Logical movement through the focusable components using only the keyboard, in an order that follows a meaningful sequence

Exceptions:

• 25042820: User must tab backwords to the "add" button after adding note
• 25859644: Custom Objects:  Send Email icon not accessible using tabs
• 30365369: Tab key does not navigate between two runtime options in the left panel
• 28669943: In Firefox, Pressing tab on the recent items settings icon opens up the recent items setting pop up and Search box cannot ne accessed via keyboard alone
• 29902390: In IE with a screen reader, the Navigation button is read when tabbing from it to the quick search
• 29902446: After selecting an org or contact from the search control,  the tab position is lost.

The product was tested for:

• The text of links and their surrounding paragraph, list or table cell (with marked up table headers) is sufficient to describe their purpose

The product was tested for:

• Pages are fully inter-linked to each other.
• Page contains controls that enable reaching all pages.

The product was tested for:

• Headers describe the topic or purpose of the content below them,
• Labels describe the purpose of the associated field.

Exceptions:

• 25108837: Agent Browser UI (BUI) should contain at least one header even when no workspaces are open
• 25098817: Labels for menu/search fields display twice in Form Field dialog
• 25108756: Search button labels should be unique
• 26099461: Forward dialog can lose focus when navigating with keyboard
• 26863297: Standard text combobox needs a label 
• 26850223: Agent Browser UI Navigation menu items should not be headers
• 28000147: No alternative text is present for Primary tick mark image

The product was tested for:

• Visual indication of the location of the focus.

Exceptions:

• 25102004: Focus lost when an item in selected items panel expanded using keyboard in Hier Menu
• 29222389: On Mac, focus indicator on primary tab is not a full box around the tab

The product was tested for:

• Properly setting the language based on the language setting for the user in the .Net client.

All passage or phrases in the content other than proper names and technical terms are rendered in the language specified in the interface.

The product was tested for:

• When an element receives focus, it does not result in a substantial change to the page, an additional change of keyboard focus, or the spawning of a pop-up window.

Exceptions:

• 26917155 Screen reader begins reading from the top of the Address Edit dialog box when a value is selected after using the type ahead search
• 26917204: Screen reader begins reading from the top of the page after typing the enter key to select a currency

The product was tested for:

• In circumstances where changing the value of the components causes a substantial change to the page, warning is given prior to the user interacting with those user-interface components.

Exceptions:

• 26850586: An aria-live region should be updated when search process is running and when search results are returned
• 26887586: An aria-live region should be updated when a tab is closed

The product was tested for:

• Pages that are grouped together into sets with a common navigation mechanism utilize that navigation mechanism in the same fashion, with navigation elements appearing in the same relative order each time

Exceptions:

• 26020359: Link > multi-select component list items are present under Link section even though they are not links

The product was tested for:

• Images and controls are used and identified consistently throughout the product.

Exceptions:

• 25882210: BUI : Accessibility : Answers : Richtext editor has unnecessary information read out

The product was tested for:

• When input errors are detected, they are described to the user in text, including identifying the item where the error occurred

Exceptions:

• 25720788: BUI Accessibility - Workspace validation errors should be written to the commonArialiveArea of the BUI so that they are read by the screen reader

The product was tested for:

• Labels and/or instructions are provided when the product requires user input.

Exceptions

• 28710035: Screen reader does not instruct user how to select/unselect all in a menu 

The product was tested for:

• Where suggestions for fixing an input error are known, they are provided to the user

The product was tested for:

• Submissions are reversible.
• Data entered by the user is checked for input errors with and the user is provided an opportunity for the user to correct them
• Data can be reviewed, corrected, and confirmed by the user before they are finalized
• A mechanism is available for reviewing, confirming, and correcting information before finalizing the submission.

The product was tested for:

• Elements in HTML content have complete start and end tags, are properly nested, do not contain duplicate attributes, and have unique IDs
• Pages validate to the HTML specification

The product has been tested for:

• HTML controls have a programmatically associated name, derived from the appropriate HTML elements and attributes including LABEL, TITLE, SUMMARY, CAPTION, etc.
• Additional state information is programmatically exposed for HTML controls, such as whether a field is 'required'.
• FRAMES and iFRAMES are titled with meaningful text.

Exceptions:

• 25859841: Answers:  Screen reader reads Access level values twice
• 27520132: Calendar control does not read selectable dates as 'selectable'
• 26166806: Hierarchical menu items not being read by screen reader
• 26276443: Hierarchical Multi-select component is not being read by screen reader
• 25189611: Add to message button is not being read by screen reader when the button is disabled
• 26382809: Images read as clickable, when image is not a link
• 26568789: Knowledge Foundation Search Product Hierarchy and Category Hierarchy are read as no values 
• 27522707: Multi-select menu filters in reports are not accessible
• 27329521: Single select hierarchial menu not recognized as a form field
• 27070542:  Field labels are read as clickable
• 27076904:  Combobox Load More should be read as a link
• 27153797: Select a Guided requires space-bar to select value
• 27154317: Once a Guided Assistant guide has been selected, there should be header at the top of the guide section
• 26917156: Address field should not be read by screen reader as editable since a user can't type into it
• 26917247: Screen reader does not read the current values in select-box-input fields

The product was tested for:

• The authoring tool provides a mode of operation to create or edit content that conforms to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 for all supported features and, as applicable, to file formats supported by the authoring tool.
• The authoring tool permits authors the option of overriding information required for accessibility

The product does not contain functionality to convert from one format type to another.

The product does not provide capabilities to export or save any content in pdf format.

The product editor allows for content authoring within the product, and Oracle does not yet support prompting of user with accessibility information.

The use of the product editor is for users to format content, and does not provide any capabilities for the user to select a template.

Product documentation is available in the form of online help, which presently contains defects making the product inaccessible to keyboard only users.  Product documentation does not presently contain a chapter specific to accessibility.

Product documentation is in electronic format.

Oracle Service Cloud Support can provide information about accessibility features of the product.

Oracle customers have access to electronic support through http://cx.rightnow.com or by calling Oracle Service Cloud Technical Support at 1.800.806.6592.  Hearing-impaired customers in the U.S. who wish to speak to an Oracle Support Representative may use a telecommunications relay service (TRS).  Information about the TRS is available at http://www.fcc.gov/cgb/consumerfacts/trs.html, and a list of telephone numbers is available at https://www.fcc.gov/general/telecommunications-relay-services-directory.  International hearing-impaired customers should use the TRS at +1.605.224.1837.  An Oracle Support Engineer will respond to technical issues according to the standard service request process.