A Web Service is a communication method between two systems, in our case OTRS and a Remote System.

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)

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.