Great writeup (including the human cost, e.g. loss / lack of sleep, which in my experience has a huge impact on complicated incident resolution). Here’s what jumped out at me: “The new account was created in our database with a null value in the URI field.” Almost every time I see a database-related postmortem — and I have seen a lot of them — NULL is lurking somewhere in the vicinity of the crime scene. Even if NULL…
Null is a perfectly valid value for data, and should be treated as such. A default value (e.g. -1 for a Boolean or an empty for a string) can make your system appear to work where NULL would introduce a runtime error, but that doesn't mean your system is performing as expected, it just makes it quieter.
I know it's tempting to brush NULL under the rug, but nothing is just as valid a state for data as something, and systems should be written generally to accommodate this.