CVE-2009-3427 in SupportSuite
Summary
by MITRE
Cross-site scripting (XSS) vulnerability in Kayako SupportSuite 3.50.06 allows remote attackers to inject arbitrary web script or HTML via the subject field in a ticket.
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Analysis
by VulDB Data Team • 04/21/2019
The CVE-2009-3427 vulnerability represents a critical cross-site scripting flaw within Kayako SupportSuite version 3.50.06 that exposes organizations to significant web application security risks. This vulnerability specifically targets the ticket submission functionality where user inputs are not properly sanitized or validated before being rendered back to other users. The attack vector exploits the subject field in ticket creation, allowing remote malicious actors to inject malicious scripts that execute in the context of other users' browsers. Such vulnerabilities fall under the CWE-79 category of Cross-site Scripting, which is classified as a fundamental web application security weakness that enables attackers to manipulate client-side execution.
The technical implementation of this vulnerability stems from insufficient input validation and output encoding mechanisms within the Kayako SupportSuite application. When users submit tickets with malicious content in the subject field, the application fails to properly escape or sanitize special characters that could be interpreted as HTML or JavaScript code. This inadequate sanitization allows attackers to embed script tags, event handlers, or other malicious code that executes when other users view the affected ticket. The vulnerability is particularly dangerous because it leverages the trust relationship between users and the application, enabling attackers to perform actions such as stealing session cookies, redirecting users to malicious sites, or executing arbitrary commands within the victim's browser context.
The operational impact of CVE-2009-3427 extends beyond simple data theft, as it can enable sophisticated attack chains that compromise entire user sessions and potentially lead to privilege escalation. Attackers can craft malicious subjects that, when viewed by administrators or other users, execute scripts that steal authentication tokens, redirect to phishing pages, or even exploit other vulnerabilities within the browser. This vulnerability can be exploited through various attack vectors including social engineering, where attackers convince users to view malicious tickets, or through automated exploitation if the application is configured to auto-refresh or display ticket subjects without proper sanitization. The vulnerability is particularly concerning in support environments where administrators frequently view ticket subjects, as it can lead to complete system compromise through session hijacking or privilege escalation attacks.
Organizations should implement multiple layers of defense to mitigate the risks associated with this vulnerability, including immediate patching of the Kayako SupportSuite application to the latest secure version that addresses the XSS flaw. Input validation and output encoding should be enforced at all application layers, particularly for user-submitted content that is later rendered to other users. The implementation of Content Security Policy headers can provide additional protection against script execution, while regular security testing including dynamic application security testing and manual penetration testing should be conducted to identify similar vulnerabilities. This vulnerability aligns with ATT&CK technique T1566 which involves social engineering tactics to manipulate users into executing malicious code, and also relates to T1059 which covers the execution of malicious code through script interpreters. Organizations should also consider implementing web application firewalls to detect and block suspicious input patterns, while establishing proper security awareness training for support staff to recognize potentially malicious ticket submissions.