1. Can I categorize the issues in PRTG ticketing system? While closing the ticket we should be able to categorize the ticket based on the solution we provided and we should be able to generate the report every month to understand the % of the complaints in certain category. 2. There are cases where the link goes down due to customer side issues which would directly affect the SLA. For eg, customer turns of the router without prior information which should not affect our SLA. Is there any option that we can exclude these from our reports? 3. Does PRTG give correct SLA report for each device?? Or for groups?