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Because every report is treated as its own investigation. Twelve people report one outage, twelve agents start work, and the underlying cause is diagnosed twelve times.
An incident is an unplanned interruption, recorded as a ticket with its impact, affected assets and the people reporting it.
Incidents link to a parent where they share a cause. One investigation runs, and every linked incident gets the update simultaneously rather than twelve separate replies.
An outage produces twelve reports in ten minutes. They link to one incident, everyone gets the same update at the same time, and the resolution closes all of them.
It will not detect an outage. Desk records and coordinates what is reported; monitoring is a different job and Desk does not pretend to do it.
Affected assets, the people and departments from Nest, the problem record that groups recurrences, and any change that preceded it.
Yes, that is the point of linking them.
Yes, by people and assets affected, which drives priority.
Yes, where a cause recurs.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.