On-hold calls in dark mode unreadable

[Gareth Cantrell]

We have been getting numerous complaints this morning that users are struggling to see the on-hold calls in dark mode.

Our webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle is set to "None" and making changes has no impact on the dark mode at all.

[will.good]

7 minutes ago, Gareth Cantrell said:

We have been getting numerous complaints this morning that users are struggling to see the on-hold calls in dark mode.

Our webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle is set to "None" and making changes has no impact on the dark mode at all.

We are also seeing issues with the webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle setting not working at all 

[David Paler]

We also have dark mode users reporting this issue this morning.

Our "OnHoldFontStyle" is set to italic.

[Berto2002]

Dark mode is not very good. Dark blue on black is just the wrong choice

[Berto2002]

One of my Service Desk says, "for me its a bit hard to see, I have to select all the text on each line so its highlighted to be able to read it properly". That is slowing them down...

I suggested they might like to turn off dark mode but then dark mode is a pretty common thing so would really like this colour altered. Accessibility guidelines should still apply to dark mode.

[David Hall]

@all 

Following the above feedback, there are two changes which will be coming shortly, not in tomorrow's update but in the following update of Service Manager.  There is currently a 'opaque' setting on the on-hold rows when in Dark Mode, this has been removed and it will now just apply the appropriate setting from webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle which can be opaque/italic/bold etc.

To make the contrast better when using the 'opaque' setting value, the summary text will now appear in the primary text colour (black on light mode, white on dark mode - see screenshot) whilst remaining clickable as a link as in the past.  Hopefully this will provide better contrast and bring the dark and light mode operations into alignment.

Kind regards,

Dave.

[Berto2002]

@Fizza

[Gareth Cantrell]

@David Hall I shared your update internally, and received this feedback from one of our users (with an attached screenshot):

"This looks like they're just overriding the style for the summary so it doesn't inherit the link colouring.

The root issue is that they're not changing the link colouring in dark mode to use an adequately contrasting colour. This doesn't really fix that.

WCAG accessibility standards specify a minimum contrast ratio between text and background of 4.5:1 but Edge recommends 7:1 for "AAA" accessibility.
Hornbill's links over the "new" background highlight in dark mode is about 3.63:1.
Desaturating the link colour would probably be enough. A link colour of #9bd3ff would give a ratio of 7:1 over the highlighted background colour, the while retaining a differentiation for links:"

 

[Estie]

@David Hall Is there any update or response to the above post by @Gareth Cantrell?

I also have users who are finding this difficult to manage.
I notice that in High contrast the highlighting for on call requests does appear as below.  Can this also be added to the dark theme for consistency?

This is the view for High contrast in dark mode: