Which approach is better to create tickets [email.SOAP]

[msaeed]

Dear All,

I am about to migrate an existing application. New application will be using J2EE. Current application uses emails to create ticket. I have been asked to compare this approach with one that uses web service. With webservice i can get the information for created ticket but this is not applicable using email. As we can get any response.
I just wonder if there is some comparisons of all the approaches with pros and cons.

Any help in this regard will be highly appreciated.

Best Regards,

Muhammad Imran Saeed

[crythias]

Disclaimer: I don't use web services. I use instant tickets/no polling.
If you're polling/scheduled tickets webservices wins because it creates tickets instantly.
If you have to do something specific with a ticket that can't be determined from email header (especially, you're using a different frontend to create tickets, setting dynamic fields, states), then it makes sense to use web services, especially if PostMasterFilters won't work. (Although, all the X-OTRS-xxxx fields can be set in the frontend as email headers before email send, so that *can* be a non-issue.)

If you don't like coding and want something that you know will create tickets, because it already works, email is the way to go.

Another possible difference is "security" and that really depends on transport method (for instance, if you're using an email archival service, webservice created tickets never touch that. Pro or con, you won't be able to track the ticket through email.)

This is my opinion. It's not all-inclusive, is severely biased based upon incomplete evidence, but the biggest pro of webservices for ticket creation seems to be not using email, for whatever reason that makes sense (and likely makes sense if fetching email is a problem.)

(Arguably, if you're using web services for other than ticket creation, then consistently using web services -- including creating tickets -- to communicate with OTRS makes sense.)