CVE-2010-2911 in eSupport
Summary
by MITRE
SQL injection vulnerability in index.php in Kayako eSupport 3.70.02 allows remote attackers to execute arbitrary SQL commands via the newsid parameter in a viewnews action.
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Analysis
by VulDB Data Team • 09/16/2025
The CVE-2010-2911 vulnerability represents a critical sql injection flaw in Kayako eSupport version 3.70.02 that fundamentally compromises the security integrity of the application. This vulnerability specifically targets the index.php file and affects the newsid parameter within the viewnews action, creating an exploitable condition that allows remote attackers to manipulate database queries through crafted input. The flaw demonstrates a classic lack of proper input validation and sanitization, where user-supplied data flows directly into sql execution contexts without adequate protection mechanisms. This type of vulnerability falls under the CWE-89 category, which specifically addresses sql injection weaknesses in software applications.
The technical implementation of this vulnerability stems from improper parameter handling within the application's backend processing logic. When a user submits a request containing a newsid parameter through the viewnews action, the application fails to properly escape or validate this input before incorporating it into sql queries. Attackers can exploit this by crafting malicious sql payloads that manipulate the intended query execution flow, potentially allowing full database access, data manipulation, or even complete system compromise. The vulnerability operates at the application layer and requires no special privileges to exploit, making it particularly dangerous for remote attackers who can leverage it from outside the network perimeter.
The operational impact of CVE-2010-2911 extends far beyond simple data theft, as it provides attackers with extensive capabilities to compromise the entire eSupport platform. Successful exploitation could enable unauthorized access to sensitive customer information, support ticket data, user credentials, and potentially allow attackers to escalate privileges within the database. The vulnerability creates persistent access points that attackers can use for data exfiltration, service disruption, or as a foothold for further lateral movement within affected networks. Organizations using this version of Kayako eSupport face significant risk of regulatory compliance violations and reputational damage if sensitive data is compromised through this vulnerability.
Mitigation strategies for CVE-2010-2911 require immediate implementation of input validation and parameterized query approaches to prevent sql injection exploitation. Organizations should deploy web application firewalls to detect and block malicious sql injection attempts, while also implementing proper input sanitization routines that escape special characters and validate parameter types before processing. The most effective long-term solution involves upgrading to patched versions of Kayako eSupport that address this vulnerability through proper sql query parameterization and input validation. Security teams should also conduct comprehensive vulnerability assessments to identify similar flaws in other applications and implement secure coding practices that align with industry standards such as those recommended by the owasp foundation and the mitre corporation's attack framework. Additionally, network segmentation and access controls should be strengthened to limit potential damage from successful exploitation attempts.