CVE-2018-7192 in osTicket
Summary
by MITRE
Cross-site scripting (XSS) vulnerability in /ajax.php/form/help-topic in Enhancesoft osTicket before 1.10.2 allows remote attackers to inject arbitrary web script or HTML via the "message" parameter.
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Analysis
by VulDB Data Team • 07/10/2026
The CVE-2018-7192 vulnerability represents a critical cross-site scripting flaw within the Enhancesoft osTicket help desk system prior to version 1.10.2. This vulnerability exists in the /ajax.php/form/help-topic endpoint and specifically targets the "message" parameter, creating a significant security risk for organizations relying on this ticketing system. The flaw allows remote attackers to inject malicious web scripts or HTML content directly into the application's response, potentially compromising user sessions and data integrity. This type of vulnerability falls under the CWE-79 category, which specifically addresses cross-site scripting vulnerabilities, and aligns with ATT&CK technique T1566.001 for initial access through malicious web content.
The technical implementation of this vulnerability stems from insufficient input validation and output sanitization within the osTicket application's AJAX handling mechanism. When users submit help requests through the form interface, the application processes the message parameter without adequate sanitization of potentially malicious content. Attackers can exploit this by crafting specially formatted input that includes JavaScript code or HTML tags within the message field. The vulnerability is particularly concerning because it occurs in an AJAX endpoint, meaning the malicious code executes in the context of the victim's browser session with the same privileges as the legitimate user. This creates opportunities for session hijacking, credential theft, and data exfiltration attacks.
The operational impact of this vulnerability extends beyond simple script injection, as it can enable sophisticated attack chains within organizational networks. An attacker who successfully exploits this vulnerability could potentially steal user authentication tokens, access sensitive customer data, or even escalate privileges within the help desk system. The vulnerability affects the entire user base of affected osTicket installations, making it a high-priority concern for organizations managing customer support systems. Organizations using this software may experience unauthorized access to support tickets, disclosure of confidential information, and potential disruption of business operations. The vulnerability's remote exploitability means that attackers do not require physical access to the network or system to carry out successful attacks, making it particularly dangerous in environments where the help desk system is publicly accessible.
Organizations should immediately update to osTicket version 1.10.2 or later to remediate this vulnerability, as this release includes proper input validation and output sanitization measures. Additionally, implementing proper content security policies, input validation at multiple layers, and regular security assessments can help mitigate similar vulnerabilities. Network segmentation and monitoring of AJAX endpoints can provide early detection of exploitation attempts. The vulnerability demonstrates the critical importance of proper input sanitization and output encoding in web applications, particularly in systems handling sensitive user information. Security teams should also consider implementing web application firewalls to provide additional protection against similar XSS vulnerabilities. Regular security training for developers on secure coding practices and adherence to OWASP Top Ten guidelines can help prevent such vulnerabilities from being introduced into future versions of the software.