CVE-2009-3567 in SupportSuite
Summary
by MITRE
Cross-site scripting (XSS) vulnerability in modules/tickets/functions_ticketsui.php in Kayako SupportSuite and eSupport 3.60.04 and earlier allows remote attackers to inject arbitrary web script or HTML via unspecified vectors in the staff control panel, a different vector than CVE-2007-1145.
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Analysis
by VulDB Data Team • 08/15/2017
The vulnerability described in CVE-2009-3567 represents a cross-site scripting weakness within the Kayako SupportSuite and eSupport software platforms, specifically affecting versions 3.60.04 and earlier. This flaw resides in the modules/tickets/functions_ticketsui.php file and targets the staff control panel interface, making it particularly concerning for organizations that rely on these support management systems for handling sensitive customer data and internal communications. The vulnerability allows remote attackers to inject malicious web scripts or HTML code, potentially compromising the security of authenticated users who access the staff control panel.
This XSS vulnerability operates through unspecified vectors within the staff control panel environment, distinguishing it from CVE-2007-1145 which targeted different attack surfaces within the same software ecosystem. The flaw demonstrates a classic input validation issue where user-supplied data is not properly sanitized before being rendered in the web interface, creating opportunities for attackers to execute malicious code within the context of a victim's browser session. The vulnerability's location in the ticket management functions suggests that attackers could manipulate ticket-related data, potentially leading to unauthorized access to customer information, modification of support records, or redirection to malicious websites.
The operational impact of this vulnerability extends beyond simple script injection, as it can enable sophisticated attacks such as session hijacking, credential theft, or data exfiltration from authenticated users. Attackers could craft malicious payloads that exploit the XSS flaw to steal session cookies or credentials from staff members accessing the support panel, effectively compromising the entire support infrastructure. The vulnerability affects organizations that manage customer support tickets through these platforms, potentially exposing sensitive customer information, internal communications, and business-critical support data. According to CWE classification, this represents a CWE-79: Improper Neutralization of Input During Web Page Generation, which is a fundamental web application security weakness that enables various attack vectors including persistent and reflected XSS attacks.
Organizations utilizing Kayako SupportSuite or eSupport versions prior to 3.60.04 should implement immediate mitigations including input validation and output encoding for all user-supplied data within the staff control panel. The recommended approach involves implementing proper sanitization of all inputs before rendering them in web pages, utilizing Content Security Policy headers to limit script execution, and ensuring that all user-facing interfaces properly encode data to prevent script injection. Additionally, implementing role-based access controls and monitoring for suspicious activities within the staff control panel can help detect potential exploitation attempts. This vulnerability aligns with ATT&CK technique T1566.001 for initial access through malicious web content, and T1071.001 for application layer protocol usage in command and control communications, making it a critical target for security hardening efforts. The remediation strategy should include immediate patching to versions that address this vulnerability, along with comprehensive security testing to ensure no other similar flaws exist within the application's codebase.