CVE-2016-5843 in Open Ticket Request System
Summary
by MITRE
Multiple SQL injection vulnerabilities in the FAQ package 2.x before 2.3.6, 4.x before 4.0.5, and 5.x before 5.0.5 in Open Ticket Request System (OTRS) allow remote attackers to execute arbitrary SQL commands via crafted search parameters.
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Analysis
by VulDB Data Team • 09/19/2022
The CVE-2016-5843 vulnerability represents a critical SQL injection flaw affecting the FAQ package within Open Ticket Request System (OTRS) versions 2.x prior to 2.3.6, 4.x prior to 4.0.5, and 5.x prior to 5.0.5. This vulnerability resides in the search functionality of the FAQ package, which is a core component of the OTRS ticketing system used by organizations worldwide for managing customer support requests and knowledge base content. The flaw allows remote attackers to manipulate database queries through specially crafted search parameters, potentially leading to unauthorized access to sensitive organizational data. The vulnerability is particularly concerning given that OTRS is widely deployed in enterprise environments where it handles critical customer service operations and maintains confidential information about clients and internal processes.
The technical implementation of this vulnerability stems from insufficient input validation and sanitization within the FAQ search functionality. When users perform searches within the FAQ package, the system constructs SQL queries by directly incorporating user-supplied parameters into database commands without proper escaping or parameterization. This design flaw enables attackers to inject malicious SQL code that gets executed by the database server, effectively bypassing authentication mechanisms and gaining unauthorized access to the underlying database. The vulnerability manifests across multiple versions of OTRS due to the persistence of inadequate input handling practices in the FAQ module's search implementation. According to CWE classification, this vulnerability maps to CWE-89 SQL Injection, which is categorized under the weakness type of "Input Validation and Representation" and specifically falls under the "SQL Injection" category within the Software Fault Pattern taxonomy.
The operational impact of CVE-2016-5843 extends far beyond simple data theft, as it provides attackers with the capability to execute arbitrary commands on the database server. Successful exploitation could result in complete database compromise, allowing attackers to read, modify, or delete sensitive information including customer data, support tickets, configuration settings, and potentially system credentials. Organizations using affected OTRS versions face significant risk of data breaches, regulatory compliance violations, and operational disruption. The vulnerability's remote nature means attackers can exploit it from anywhere on the internet without requiring physical access to the system, making it particularly dangerous for organizations that do not maintain strict network segmentation or intrusion detection systems. This vulnerability aligns with ATT&CK technique T1071.005 Application Layer Protocol: Web Protocols, as it exploits web-based interfaces to execute malicious database commands.
Mitigation strategies for CVE-2016-5843 primarily focus on immediate patching of affected OTRS versions to the recommended secure releases. Organizations should prioritize updating their OTRS installations to versions 2.3.6, 4.0.5, or 5.0.5, respectively, which contain proper input validation and sanitization mechanisms. Additionally, implementing network-level protections such as web application firewalls and intrusion prevention systems can provide additional layers of defense. Database administrators should review and restrict database user permissions to minimize potential damage from successful exploitation attempts. The vulnerability highlights the importance of secure coding practices, particularly in input validation and query construction, and serves as a reminder of the critical need for regular security updates and vulnerability assessments in enterprise software environments. Organizations should also implement monitoring solutions to detect anomalous database access patterns that might indicate exploitation attempts.