CVE-2010-4762 in OTRS
Summary
by MITRE
Cross-site scripting (XSS) vulnerability in the rich-text-editor component in Open Ticket Request System (OTRS) before 3.0.0-beta2 allows remote authenticated users to inject arbitrary web script or HTML by using the "source code" feature in the customer interface.
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Analysis
by VulDB Data Team • 10/19/2021
The CVE-2010-4762 vulnerability represents a critical cross-site scripting flaw within the Open Ticket Request System's rich-text editor component. This vulnerability affects OTRS versions prior to 3.0.0-beta2 and specifically targets the customer interface where the source code feature is exposed to authenticated users. The flaw enables remote attackers to execute malicious scripts within the context of a victim's browser session, potentially compromising user data and system integrity. The vulnerability is classified under CWE-79 as a failure to sanitize user input, which is a fundamental weakness in web application security design.
The technical exploitation of this vulnerability occurs through the rich-text editor's source code functionality, where user-provided input is not properly sanitized or validated before being rendered in the browser. When authenticated users interact with the customer interface and utilize the source code feature, malicious code can be injected and subsequently executed in the browser context of other users who view the affected content. This represents a classic reflected XSS attack vector where the malicious payload is stored and then executed when other users access the compromised content, making it particularly dangerous in multi-user environments where administrators and other users may view ticket information.
The operational impact of this vulnerability extends beyond simple script execution, as it can enable attackers to perform session hijacking, steal sensitive information, manipulate data, or redirect users to malicious websites. In the context of OTRS, which serves as a ticket management system for organizations, this vulnerability could allow attackers to access confidential customer information, modify support tickets, or even escalate privileges within the system. The authenticated nature of the attack means that attackers do not require special privileges to exploit the vulnerability, as they only need valid user credentials to access the customer interface where the flaw exists.
Organizations using affected versions of OTRS should implement immediate mitigations including applying the security patch available in version 3.0.0-beta2 and subsequent releases. Additional defensive measures should include input validation at multiple layers, implementing content security policies, and conducting regular security assessments of web applications. The vulnerability aligns with ATT&CK technique T1059.007 for command and scripting interpreter, specifically focusing on client-side exploitation. Organizations should also consider implementing web application firewalls and monitoring for suspicious activities in the customer interface. This vulnerability demonstrates the importance of proper input sanitization and the need for comprehensive security testing throughout the software development lifecycle to prevent such persistent threats in enterprise ticketing systems.