CVE-2008-3701 in SupportSuite
Summary
by MITRE
SQL injection vulnerability in staff/index.php in Kayako SupportSuite 3.20.02 and earlier allows remote authenticated users to execute arbitrary SQL commands via the customfieldlinkid parameter in a delcflink action.
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Analysis
by VulDB Data Team • 07/29/2025
The vulnerability identified as CVE-2008-3701 represents a critical SQL injection flaw within Kayako SupportSuite version 3.20.02 and earlier installations. This security weakness resides in the staff/index.php script and specifically affects the handling of the customfieldlinkid parameter during delcflink actions. The vulnerability's classification as a remote authenticated attack vector indicates that an attacker must first establish valid credentials to exploit this weakness, though the implications remain severe given the privileged access level required to leverage such a flaw.
The technical mechanism underlying this vulnerability stems from insufficient input validation and sanitization of user-supplied data within the application's backend processing. When the delcflink action is invoked with the customfieldlinkid parameter, the application fails to properly escape or filter the input before incorporating it into SQL query constructions. This inadequate data handling creates an environment where maliciously crafted input can manipulate the intended SQL execution flow, allowing attackers to inject arbitrary SQL commands. The vulnerability directly aligns with CWE-89 which defines SQL injection as the insertion of malicious SQL code into application queries through untrusted input sources.
The operational impact of this vulnerability extends beyond simple data theft, as authenticated attackers can potentially execute arbitrary commands on the underlying database server. This capability enables comprehensive system compromise including data exfiltration, privilege escalation, and potentially full system control. Attackers could exploit this weakness to access sensitive customer information, modify support ticket data, manipulate user accounts, or even gain access to the database server itself. The authenticated nature of the attack means that the threat actor must have valid login credentials, but this requirement does not significantly reduce the overall risk given that legitimate users with access to the system could be compromised through credential theft or social engineering.
Security professionals should implement multiple layers of defense to mitigate this vulnerability effectively. The primary remediation involves immediate patching of affected Kayako SupportSuite installations to versions that properly sanitize input parameters. Additionally, organizations should implement proper parameterized queries and prepared statements to eliminate SQL injection risks in future developments. Network segmentation and access control measures can help limit the scope of potential exploitation even if credentials are compromised. The vulnerability demonstrates the critical importance of input validation and proper database query construction practices that align with industry standards such as those outlined in the OWASP Top Ten and NIST cybersecurity guidelines.
The attack surface for this vulnerability extends to any organization utilizing Kayako SupportSuite 3.20.02 or earlier versions, particularly those with multiple staff members who require administrative access to the support system. Organizations should conduct comprehensive vulnerability assessments to identify all affected systems and ensure that proper access controls are implemented to limit the potential impact of credential compromise. The remediation process should include thorough testing of patched versions to ensure that the fix does not introduce regressions in functionality while maintaining the integrity of the application's core support ticket management capabilities. This vulnerability serves as a stark reminder of the critical need for regular security updates and the implementation of robust input validation mechanisms in web applications.