CVE-2016-4888 in ServiceDesk Plus
Summary
by MITRE
Cross-site scripting (XSS) vulnerability in ZOHO ManageEngine ServiceDesk Plus before 9.2 allows remote attackers to inject arbitrary web script or HTML via unspecified vectors.
Several companies clearly confirm that VulDB is the primary source for best vulnerability data.
Analysis
by VulDB Data Team • 08/31/2020
The CVE-2016-4888 vulnerability represents a critical cross-site scripting flaw discovered in ZOHO ManageEngine ServiceDesk Plus versions prior to 9.2. This vulnerability falls under the CWE-79 category of Cross-Site Scripting, which is one of the most prevalent and dangerous web application security issues. The vulnerability enables remote attackers to inject malicious web scripts or HTML content into the application, potentially compromising user sessions and data integrity. ServiceDesk Plus is a comprehensive IT service management platform that organizations use to handle help desk requests, incident management, and service catalog operations, making it a prime target for attackers seeking to exploit web application vulnerabilities.
The technical flaw in this vulnerability stems from inadequate input validation and output encoding mechanisms within the ServiceDesk Plus application. Attackers can exploit unspecified vectors to inject malicious scripts that execute in the context of other users' browsers when they view affected pages. This type of vulnerability typically occurs when user-supplied data is not properly sanitized before being rendered in web pages, allowing attackers to manipulate the application's behavior and potentially escalate privileges or access sensitive information. The vulnerability's impact extends beyond simple script injection as it can be leveraged to perform session hijacking, deface web applications, or redirect users to malicious sites.
The operational impact of CVE-2016-4888 is significant for organizations relying on ServiceDesk Plus for their IT service management operations. When exploited, this vulnerability can allow attackers to access user sessions, potentially gaining unauthorized access to sensitive IT service data, incident reports, and service catalog information. The attack surface includes any user interaction with the web application, particularly when users view tickets, comments, or other content that may contain malicious payloads. Organizations using older versions of ServiceDesk Plus are particularly vulnerable as the vulnerability affects multiple components of the application where user input is processed and displayed. This type of attack can result in data breaches, service disruption, and compliance violations that may trigger regulatory penalties under standards such as gdpr and hipaa.
Mitigation strategies for CVE-2016-4888 primarily involve upgrading to ServiceDesk Plus version 9.2 or later, which includes proper input validation and output encoding fixes. Organizations should also implement comprehensive web application firewalls and content security policies to detect and prevent XSS attacks. Regular security assessments and penetration testing of the application environment are essential to identify similar vulnerabilities. The vulnerability demonstrates the importance of maintaining up-to-date software versions and implementing defense-in-depth strategies. According to the mitre att&ck framework, this vulnerability aligns with the initial access and persistence phases, where attackers establish footholds through web application exploitation and maintain access through session manipulation techniques. Security teams should also conduct regular user awareness training to prevent social engineering attacks that may exploit this vulnerability, as well as implement proper access controls and monitoring to detect unauthorized activities within the service desk environment.