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<?xml version='1.0' encoding='UTF-8'?>
<!DOCTYPE section PUBLIC "-//OASIS//DTD DocBook XML V4.2//EN" "http://www.oasis-open.org/docbook/xml/4.2/docbookx.dtd">
<!-- $Id: genericinterface.xml,v 1.3 2012/01/31 06:20:51 cr Exp $ -->
<chapter id="genericinterface">
<title>Generic Interface</title>
<para>
The OTRS Generic Interface consists of a multiple layer framework that lets OTRS communicate
with other systems via a web service. This communication could be in two different directions:
</para>
<itemizedlist>
<listitem>
<para>
<emphasis>OTRS as Provider: </emphasis> OTRS acts as a server listening to requests
from the External System, processing the information, performing the requested
action, and answering the request.
</para>
</listitem>
<listitem>
<para>
<emphasis>OTRS as Requester: </emphasis> OTRS acts as a client collecting
information, sending the request to the Remote System, and waiting for the
response.
</para>
</listitem>
</itemizedlist>
<xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="genericinterface-layers.xml" />
<xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="genericinterface-communication-flow.xml" />
<section id="genericinterface-webservices">
<title>Web Services</title>
<para>
A Web Service is a communication method between two systems, in our case OTRS and a
Remote System.
</para>
<para>
The heart of the Web Service is its configuration, where is defined what actions the
web service can perform internally (Operation), what can actions the OTRS request can perform
Remote System (Invokers), how data is converted from one system to the other (Mapping),
and over which protocol the communication will take place (Transport)
</para>
<para>
The Generic Interface is the framework that makes it possible to create Web Services for OTRS
in a pre-defined way, using already made building blocks that are independent
from each other and interchangeable.
</para>
</section>
<xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="genericinterface-webservice-gui.xml" />
<xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="genericinterface-webservice-cli.xml" />
<xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="genericinterface-webservice-configuration.xml" />
<xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="genericinterface-connectors.xml" />
</chapter>
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