CVE-2020-1779 in OTRSTicketForms
Summary
by MITRE • 02/08/2021
When dynamic templates are used (OTRSTicketForms), admin can use OTRS tags which are not masked properly and can reveal sensitive information. This issue affects: OTRS AG OTRSTicketForms 6.0.x version 6.0.40 and prior versions; 7.0.x version 7.0.29 and prior versions; 8.0.x version 8.0.3 and prior versions.
Once again VulDB remains the best source for vulnerability data.
Analysis
by VulDB Data Team • 02/25/2021
The vulnerability identified as CVE-2020-1779 represents a critical information disclosure flaw within the OTRS ticketing system's dynamic template functionality. This issue specifically impacts the OTRSTicketForms component where administrators can utilize OTRS tags that are improperly sanitized or masked, creating potential pathways for sensitive data exposure. The vulnerability affects multiple major versions of the OTRS platform including 6.0.x series up to 6.0.40, 7.0.x series up to 7.0.29, and 8.0.x series up to 8.0.3, indicating a widespread impact across the product lineage.
The technical flaw stems from inadequate input validation and output sanitization within the template processing engine. When administrators configure dynamic templates using OTRS tags, the system fails to properly mask or escape these tags before rendering them in user-facing interfaces. This improper handling allows malicious actors or unauthorized users with administrative privileges to potentially access sensitive information that should remain protected within the template contexts. The vulnerability manifests when template variables contain sensitive data such as user credentials, system configurations, or confidential business information that gets exposed through the improperly rendered OTRS tags.
The operational impact of this vulnerability extends beyond simple information disclosure, as it creates potential attack vectors for privilege escalation and data exfiltration. An attacker who gains administrative access to an OTRS system could exploit this vulnerability to harvest sensitive information from template variables, potentially compromising user accounts, system integrity, and business confidentiality. The risk is particularly elevated in environments where administrators create templates containing system-level information or user-specific data that should remain restricted. This vulnerability directly aligns with CWE-20, which describes improper input validation, and represents a classic case of insufficient output escaping that can lead to information exposure attacks.
Organizations utilizing affected OTRS versions should prioritize immediate remediation through official patches provided by OTRS AG, as the vulnerability affects core administrative functionality within the ticketing system. The recommended mitigation strategy includes upgrading to patched versions of the software, implementing additional input validation measures, and conducting comprehensive security reviews of existing templates to identify and remediate any potentially exposed sensitive information. Security teams should also consider monitoring for unauthorized template modifications and implementing stricter access controls for administrative functions. This vulnerability demonstrates the critical importance of proper sanitization in web applications and aligns with ATT&CK technique T1566, which covers credential harvesting through social engineering and information gathering tactics, as the exposed information could facilitate further attacks on the system or its users.