CVE-2018-19141 in Open Ticket Request System
Summary
by MITRE
Open Ticket Request System (OTRS) 4.0.x before 4.0.33 and 5.0.x before 5.0.31 allows an admin to conduct an XSS attack via a modified URL because user and customer preferences are mishandled.
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Analysis
by VulDB Data Team • 06/05/2023
The Open Ticket Request System OTRS vulnerability CVE-2018-19141 represents a critical cross-site scripting flaw that affects versions 4.0.x prior to 4.0.33 and 5.0.x prior to 5.0.31. This vulnerability stems from improper handling of user and customer preferences within URL parameters, creating an avenue for administrative users to execute malicious scripts through manipulated web requests. The flaw exists in the application's input validation mechanisms where preference data is not adequately sanitized before being processed and rendered in web responses.
The technical implementation of this vulnerability involves the manipulation of URL parameters that contain user preference settings, allowing attackers with administrative privileges to inject malicious JavaScript code. When the system processes these modified URLs, the unsanitized preference data gets embedded directly into web pages without proper output encoding or escaping mechanisms. This creates a classic XSS attack vector where the malicious script executes in the context of other users' browsers who access the affected pages. The vulnerability specifically targets the administrative functionality of OTRS, where user and customer preference configurations are stored and retrieved from URL parameters.
The operational impact of CVE-2018-19141 extends beyond simple script execution, as it provides attackers with potential access to sensitive administrative functions and user data. An attacker who gains administrative access through this vulnerability could manipulate user accounts, modify system configurations, access confidential ticket information, and potentially escalate privileges to gain full system control. The attack requires administrative credentials to be effective, but once achieved, the impact can be severe as the malicious code can persistently execute against other users who visit affected pages, potentially compromising entire user bases within the organization. This vulnerability aligns with CWE-79, which specifically addresses cross-site scripting flaws, and represents a significant risk to organizations relying on OTRS for customer support and ticket management.
Organizations should implement immediate mitigations including updating to patched versions of OTRS 4.0.33 or 5.0.31, deploying web application firewalls to detect and block malicious URL parameters, and implementing strict input validation for all preference-related URL parameters. Security configurations should enforce proper output encoding for all user-controllable data, and administrative sessions should be protected with additional authentication measures such as multi-factor authentication. Regular security assessments of web applications should include testing for similar input validation vulnerabilities, and organizations should establish monitoring procedures to detect unusual URL parameter patterns that may indicate exploitation attempts. The vulnerability also demonstrates the importance of following secure coding practices as outlined in OWASP Top Ten and NIST guidelines for preventing XSS attacks in web applications.