Lucy is now generally available to all Open Systems customers. In Part 1, we introduced the idea: AI-powered self-service for real operational work – not demos, not prototypes.

Since then, Lucy has been in early access with select customers. She’s been tested on real issues, refined through real feedback, and proven in real environments. Now, she’s ready.

Most support models are built around queues. Lucy is built around resolution.

From Early Access to General Availability

When we first introduced Lucy, our goal was ambitious but clear: give customers the ability to resolve operational issues themselves, instantly, without waiting in a queue. During the early access phase, we worked closely with a group of customers to validate that promise. The feedback shaped Lucy into what she is today: a capable, trustworthy assistant that handles real-world network and security operations tasks.

Now, every Open Systems customer can access Lucy directly through the Mission Control Portal.

So what is Lucy actually capable of? Let’s walk through it.

Firewall Analysis: Stop Guessing Why Traffic Is Blocked

One of the most common support requests is some variation of “Why is my traffic being blocked?”. With Lucy, you don’t need to wait for an engineer to look it up.

Lucy navigates the full hierarchy of your firewall configuration – policies, sections, and individual rules – and explains what each rule does in plain language. Need to check whether a specific IP address is being dropped? Lucy queries your firewall traffic logs (up to the last 3 days) and presents the results in a clear table, along with a direct link to explore the full logs in the portal so you can dig deeper on your own.

You can also ask Lucy to trace where specific firewall objects are used. For example: “Which rules reference this IP address?” Lucy searches your firewall objects, identifies matches, and shows you every rule that references them.

All of this is read-only: Lucy helps you understand your firewall, but never modifies it.

Proxy Debugging: From “It Doesn’t Work” to Root Cause

“A user in our Singapore office can’t access a website.” This is the kind of issue that can have a dozen different root causes. Lucy handles it methodically.

When you report a website access problem, Lucy follows a structured troubleshooting runbook. She’ll ask for the essentials – the URL and a client IP or username – then work through the diagnostics: simulating the web request to see how the proxy handles it, examining access logs, and identifying whether the site is blocked by policy, a categorization issue, or something else entirely.

If the resolution is straightforward, like adding a proxy exclusion, Lucy guides you through creating one, step by step. The same applies for block lists. And when Lucy determines the issue isn’t proxy-related, she’ll point you in the right direction rather than guessing.

Network Diagnostics: Traffic History and Bandwidth Testing

When you need to understand what actually happened on your network, Lucy gives you answers, not raw logs. Ask questions like “What traffic was seen from 10.0.0.5 on host abc-sg001 in the last hour?” and get structured results.

For interface-level analysis, say, checking traffic on a specific Ethernet interface during a congestion window, Lucy handles that too.

Service Delivery: Get Instant Answers About Your Infrastructure

Lucy serves as a quick lookup tool for your infrastructure. Ask for all hosts in a specific location, query bandwidth information across a group of devices, or look up ISP line details for individual hosts.

This is especially useful when you manage a distributed environment and need fast answers: “What’s the total bandwidth for all our hosts in Tokyo?” Lucy retrieves the data, aggregates it, and presents it, no portal navigation required.

Historic Tickets: Learn from the Past

Recurring issues are a reality in operations. When something goes wrong, one of the most useful things to know is: “Has this happened before, and how was it resolved?”

Lucy can search your historical support tickets to find relevant cases. Describe the issue you’re dealing with, and Lucy will surface past tickets that match – complete with summaries, resolutions, and direct clickable links to each ticket so you can review the full history.

This saves time and means you don’t start from zero when escalation is needed: You come to the conversation with an engineer (if one is needed) already informed about what’s been tried before.

Portal Navigation: Finding the Right Tool, Instantly

The Mission Control Portal is powerful, but with dozens of tools and help pages, finding the right one isn’t always immediate. Lucy removes the need to search.

Ask “Where can I view my proxy logs?” and Lucy gives you a direct deep link — not just to the tool, but with pre-filled parameters when possible. Ask “How do I request a firewall rule change?” and Lucy pulls up the relevant help section with step-by-step instructions.

Whether you need to simulate how the proxy handles a URL, trace how a packet flows through your firewall, check network usage dashboards, or access your email quarantine, Lucy knows where everything is and gives you a direct link.

Ticket Creation: Seamless Escalation When You Need It

Sometimes, self-service isn’t enough. The issue requires a human engineer, and that’s perfectly fine. Lucy makes the handoff seamless.

When troubleshooting is exhausted – or when you simply say “I need help from an engineer” – Lucy compiles everything from your conversation into a support ticket: the subject, a summary of the issue, the relevant hosts and services, and all the diagnostic steps already taken. Before submitting, she shows you the details and asks for explicit approval with a single click.

The result? Your engineer receives a ticket that’s rich in context from the start, which means faster resolution from the first interaction.

Built for Production Environments

Making Lucy generally available wasn’t just a matter of adding features. We invested heavily in making her trustworthy and safe for production environments.

Multi-tenant isolation. Sessions are strictly scoped to your company. Lucy cannot access, reference, or leak data from other customers, and cross-tenant malignant requests are actively detected and blocked by dedicated guardrails.

Input guardrails. Every request passes through multiple protection layers: prompt injection detection, privilege escalation detection, data exfiltration prevention, and sensitive data submission blocking. Passwords or private keys are detected and rejected automatically.

Output sanitization. Lucy never exposes internal system names, tool names, or architectural details in her responses. What you see is a clean, helpful answer — not a window into our backend.

Human-in-the-loop. No consequential actions without approval. Ticket creation requires explicit confirmation before anything is submitted.

Graceful escalation. If a conversation stalls, escalation to a human engineer is triggered proactively. Lucy is designed to know when to hand over.

What’s Next

General availability is a milestone, but it’s not the point. We’re building towards something bigger: operations that don’t depend on waiting, guessing, or stitching together answers across tools. Lucy keeps evolving with every real interaction: expanding capabilities, refining runbooks, and adding new skills based on the patterns we see in real customer interactions. The goal is simple: reduce operational friction and close the gap between question and resolution.

If you’re an Open Systems customer, Lucy is available now in your Mission Control Portal. Try her out with a real operational question. That’s where the difference shows: This is what it looks like when AI is embedded into real operations, not layered on top.

And if you missed Part 1, Meet Lucy: How AI-Powered Self-Service Enables Operational Simplicity and a Seamless Support Experience, this one is worth your time to learn about the vision behind Lucy.

Want to see how Lucy handles real operational scenarios? Contact us to learn how Open Systems can transform your network and security operations.