CVE-2012-4751 in OTRS
Summary
by MITRE
Cross-site scripting (XSS) vulnerability in Open Ticket Request System (OTRS) Help Desk 2.4.x before 2.4.15, 3.0.x before 3.0.17, and 3.1.x before 3.1.11 allows remote attackers to inject arbitrary web script or HTML via an e-mail message body with whitespace before a javascript: URL in the SRC attribute of an element, as demonstrated by an IFRAME element.
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Analysis
by VulDB Data Team • 09/28/2025
The vulnerability described in CVE-2012-4751 represents a critical cross-site scripting flaw within the Open Ticket Request System Help Desk platform. This issue affects multiple versions of the OTRS software including 2.4.x series before 2.4.15, 3.0.x series before 3.0.17, and 3.1.x series before 3.1.11. The vulnerability stems from inadequate input validation and sanitization mechanisms within the email message processing functionality of the help desk system, creating a pathway for malicious actors to execute arbitrary web scripts in the context of authenticated users' browsers.
The technical exploitation of this vulnerability occurs through the manipulation of email message bodies that contain whitespace characters preceding javascript: URLs within the SRC attribute of HTML elements. Specifically, attackers can craft malicious email content that includes an iframe element with a javascript: URL in its source attribute, where the URL is preceded by whitespace characters. This particular variant of XSS leverages the browser's interpretation of whitespace characters in URL parsing, allowing the malicious script to execute when the compromised email message is displayed within the OTRS interface. The vulnerability falls under CWE-79 which categorizes cross-site scripting as a result of improper neutralization of input during web page generation.
The operational impact of this vulnerability is significant as it enables remote attackers to perform various malicious activities through the compromised help desk system. An attacker could inject malicious scripts that steal session cookies, redirect users to phishing sites, or perform actions on behalf of authenticated users within the OTRS environment. This could lead to unauthorized access to sensitive customer data, ticket manipulation, and potential escalation to full system compromise. The vulnerability particularly affects organizations that rely heavily on email-based ticketing systems, as email messages represent a primary attack vector that users often trust implicitly.
The attack surface is particularly concerning given that email messages are fundamental to help desk operations and are typically viewed by multiple users with varying privilege levels. When an authenticated user views an email containing the malicious payload, the XSS vulnerability executes in their browser context, potentially allowing attackers to bypass normal access controls. This vulnerability aligns with ATT&CK technique T1566 which describes the use of spearphishing emails as an initial access method. Organizations using OTRS in production environments face substantial risk as this vulnerability could be exploited to gain persistent access to their help desk systems and subsequently to their broader IT infrastructure.
Mitigation strategies should include immediate implementation of the vendor-provided patches for versions 2.4.15, 3.0.17, and 3.1.11 respectively, along with comprehensive input validation and sanitization of email content. Organizations should also implement web application firewalls, content security policies, and regular security assessments of their help desk systems. Additionally, user education regarding suspicious email content and proper security hygiene practices remains crucial in defending against such attacks that exploit trust in email communications.