> Sequences felt like a good use case for this when we started, [...] We’ve since moved to a different approach which enforces the behaviour we want more explicitly when creating incidents, and we learned something along the way.

The entire article shows that the author has a very good grasp as much of the technical side of development as of the business side. And the conclusion makes a lot of sense.

Sequences are a technical solution for a technical problem, how to uniquely identify new elements in a fast and reliable manner. And it is optimized for such use case. But, in the real world, users have expectations and when their mental model conflicts with the inner working of an application you end creating confusing and lack of trust. Depending on the situation, to educate the user can be the path to follow, but here it seems reasonable to just adapt the inner workings to the mental model of the users. It's faster and scales easier as the number of customers increases.