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  1. Jira Service Management Cloud
  2. JSDCLOUD-17755

Customer Support Request Forms: Unclear error message for required input fields

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      Issue Summary

      The error message for required fields is unclear and lacks enough guidance for the user.

      Test URLs

      mycolorado-general-support

      mycolorado-accessibility-support

      Steps to Reproduce

      1. Open the myColorado support request form on Android and iOS devices.
      2. Use a screen reader (VoiceOver on iOS or TalkBack on Android) to navigate the form fields.
      3. Leave all required fields empty and submit the form.
      4. Observe that the screen reader reads a lengthy, unclear error message. 

      Screen Recording

      unclear-error-msg.mp4

      Actual Results

      The error messages such as "Please provide a value for required field 'Email confirmation to'", "Please provide a value for required field 'Summary'", and so on are displayed and announced by screen readers for "Email confirmation to", "Summary.", and so on mandatory fields. Although these messages specify the relevant fields, their verbosity and lack of clarity may lead to confusion among users with cognitive impairments.

      Expected Results

      Error messages should be concise, unambiguous, and offer explicit guidance. They must be easily comprehensible to users. Please revise the error messages to the following: "Please enter a valid email address," "Please enter a valid first name," "Please provide a valid phone number," and so forth.

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available.

      Environment

      iPhone 15 Pro Max
      iOS Version 26.0
      Android Version 14
      Chrome - Version 140.0.7339.207
      Safari - Version 26
      TalkBack
      Voiceover - Version Latest

        1. unclear-error-msg.mp4
          4.24 MB
          Anusooya .

              Unassigned Unassigned
              6b1d343b1733 Anusooya .
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                Created:
                Updated: