If you brought in all of your users with the same end user template, you’ll want to go ahead and put your Agents into Issuetrak groups to grant them higher permissions. You can create as many groups as needed, and users can be members of more than one group. They inherit the permissions from each group they belong to. Additionally, if any of the groups has the Agent designation, then all the users within that group will be Agents and count against your license total. This task can only be performed by an Issuetrak user with the “Can access and maintain Administration functions” permission or the “Sys Admin” parameter.