Is there a way to alter or add a role to a general user, not just a technician?  I have an HR person for example that would need to review the entries and add to a ticket that they do not specifically own.  I altered settings so she can at least look up said ticket and look at it, but it would be helpful if she was able to do a few other things, but although I see the setting where the role SDGuest is assigned to the users, there is no way to edit that to add a different role.

Am I missing something and if so please enlighten me.