CVE-2017-14635 in Open Ticket Request System
Summary
by MITRE
In Open Ticket Request System (OTRS) 3.3.x before 3.3.18, 4.x before 4.0.25, and 5.x before 5.0.23, remote authenticated users can leverage statistics-write permissions to gain privileges via code injection.
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Analysis
by VulDB Data Team • 11/18/2019
The vulnerability identified as CVE-2017-14635 affects the Open Ticket Request System OTRS, a widely used customer service software platform that manages help desk tickets and support workflows. This security flaw exists across multiple versions of the system including 3.3.x before 3.3.18, 4.x before 4.0.25, and 5.x before 5.0.23, representing a significant risk to organizations relying on these older versions for their customer support operations. The vulnerability stems from insufficient input validation and sanitization mechanisms within the statistics module of the application.
The technical exploitation of this vulnerability occurs through code injection techniques that leverage existing permissions within the system. Specifically, remote authenticated users who possess statistics-write permissions can manipulate the system to execute arbitrary code. This represents a privilege escalation vulnerability where users with limited access can elevate their privileges to gain unauthorized system access. The flaw typically manifests when the application processes user-supplied data in statistical reporting functions without proper sanitization, allowing malicious input to be interpreted as executable code rather than mere data.
The operational impact of this vulnerability is substantial for organizations using affected OTRS versions. Attackers can leverage this weakness to execute commands on the underlying server, potentially leading to complete system compromise, data exfiltration, and persistent access. The vulnerability affects the core functionality of the help desk system, potentially disrupting customer service operations while providing attackers with a foothold for further attacks within the network. Organizations may experience unauthorized access to sensitive customer data, disruption of service, and potential regulatory compliance violations depending on the nature of the data handled by the system.
Mitigation strategies for this vulnerability include immediate patching to the latest available versions of OTRS that contain the necessary security fixes. Organizations should also implement network segmentation to limit access to the OTRS system, enforce strict access controls, and monitor for suspicious activities in statistics-related modules. Additionally, regular security assessments and input validation testing should be conducted to identify similar vulnerabilities. This vulnerability aligns with CWE-94, which describes improper control of generation of code, and maps to ATT&CK technique T1059 for command and script injection, emphasizing the need for robust input validation and privilege management controls within web applications.