CVE-2010-4759 in OTRS
Summary
by MITRE
Open Ticket Request System (OTRS) before 3.0.0-beta7 does not properly restrict the ticket ages that are within the scope of a search, which allows remote authenticated users to cause a denial of service (daemon hang) via a fulltext search.
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Analysis
by VulDB Data Team • 10/19/2021
The Open Ticket Request System OTRS vulnerability identified as CVE-2010-4759 represents a critical security flaw in versions prior to 3.0.0-beta7 that fundamentally undermines system availability through improper input validation. This vulnerability specifically targets the search functionality of the ticket management system, where authenticated users can manipulate search parameters to exploit a daemon hang condition that results in complete system denial of service. The flaw stems from inadequate restrictions on ticket age parameters during fulltext search operations, creating a pathway for malicious actors to disrupt normal system operations. The vulnerability demonstrates a clear lack of proper bounds checking and input sanitization within the search processing pipeline, allowing attackers to submit malformed age range parameters that cause the system daemon to become unresponsive.
The technical implementation of this vulnerability involves the exploitation of search parameter handling within the OTRS daemon process, where ticket age filters are not properly validated or constrained. When authenticated users submit fulltext search queries containing excessive or malformed age ranges, the system processes these parameters without adequate safeguards, leading to resource exhaustion or infinite loop conditions within the search daemon. This behavior aligns with CWE-129, which describes improper validation of length or bounds of input data, and specifically relates to CWE-400, indicating an unchecked resource consumption vulnerability. The attack vector requires only authenticated access, making it particularly dangerous as it can be exploited by insiders or compromised accounts with legitimate access privileges.
The operational impact of this vulnerability extends beyond simple denial of service, as it can result in complete system unavailability for legitimate users while potentially allowing attackers to consume excessive system resources. The daemon hang condition affects the core ticket processing functionality, preventing administrators and users from accessing or creating new tickets, fundamentally disrupting business operations. Organizations relying on OTRS for customer support or helpdesk operations face significant downtime risks, potentially leading to service level agreement violations and customer dissatisfaction. The vulnerability also creates potential for escalation, as attackers could combine this flaw with other exploits or use it as a persistent denial of service mechanism against critical infrastructure components.
Mitigation strategies for CVE-2010-4759 require immediate implementation of the vendor-provided security patches and updates to versions 3.0.0-beta7 or later where the vulnerability has been addressed. System administrators should implement proper input validation at multiple levels including application firewall rules that restrict search parameter lengths and ranges, and establish monitoring for unusual search patterns that may indicate exploitation attempts. Network segmentation and access control measures can limit the impact by restricting authenticated access to critical system components. Additionally, implementing rate limiting on search operations and regular security audits of ticket management systems can help detect and prevent exploitation attempts. Organizations should also consider implementing intrusion detection systems that monitor for patterns consistent with this vulnerability and establish incident response procedures specifically addressing daemon hang conditions. The remediation process should include comprehensive testing of updated systems to ensure that the patch does not introduce compatibility issues with existing workflows while maintaining the enhanced security controls.