Hello Lisa check the both the users domain are same only or not and also check the Avaliable for tab in record producer  Thank you 

Hello oharelthe above solution is not working  

okay, but my requirements is different, can you help me with this situation.Tickets to be highlighted in Orange if there is an update from anyone in the ticket(not just from the caller of the ticket). once the action is taken on the ticket , the colo...

Hello Oharel.i tried this scrpit, it working as you mentioned but , after the action is taken on the highlighted ticket, the colour still remains orange , how can i fix this issue ? Thank you