JAWS AI Search, Card Boundaries issue

Pongo
Tera Contributor

2 hours ago

Having issues with Jaws not stopping at the correct card boundary when navigating through AI Search results.
e.g., JAWs will read the last line of the card and then the next title.

Now when I try this on my PDI for the normal search results this is stopping correctly using JAWs. I have raised a case with NowSupport but ultimately they are saying it's a JAWs issue and not ServiceNow as it works with other screen readers.

Now when I inspected and compared both, the AI search is missing ARIA Attributes - Label and Roles when compared to the normal global search results. Not sure if this is related? Any suggestions would be very much appreciated, as I've gone in a loop 😬

Thank you!

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KPNow
Kilo Guru

15m ago

Missing ARIA attributes are most likely causing this. Without explicit container roles, JAWS doesn't detect where a result card ends, causing its virtual cursor to bleed directly into the next heading. While NVDA and VoiceOver handle missing markup more forgivingly, ServiceNow's AI Search templates, often built via EVAM or custom web components are failing to output the standard structural tags that JAWS relies on to define card boundaries.

To resolve this, may I suggest you update your AI Search result card templates or EVAM view configurations to wrap each card in a container with an explicit role="region" (or role="article") and a corresponding aria-label or aria-labelledby. If you are pursuing Now Support, reframe the ticket around WCAG 2.1 compliance failure, emphasizing invalid component markup rather than a third-party reader bug will help route it directly to engineering.
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