Here is what you need to do. First, connect to the ShoreTel MySQL database with a utility like SQLyog. Find the TABLE for USERS. This contains all of the attributes that define a user, including one name ROLE ID. This will be a column within the USER TABLE similar to any other column like name and extension number. Find a user that you know the password for. Scroll through the database on the row for that user and find the column for "ROLE ID, change it from NULL (e.g. plan vanilla user) to the integer number 1, and you have just made that user a System Administrator with God Level privileges! Save the change log out of the ShoreTel MySQL database. Bring up ShoreWare Director and log in as the user who's password you know. You will find that you are now a full System Administrator and you can add yourself as a System Administrator and change the other user back to plain vanilla.
You might need ShoreTel Support or CISCO Support, visit https://www.drvoip.com/.
This is a great strategy, simple and easy to accomplish. The video clip demonstrates just how to do it! -DrVoIP