CVE-2021-28022 in Helpdesk
Summary
by MITRE • 11/08/2021
Blind SQL injection in the login form in ServiceTonic Helpdesk software < 9.0.35937 allows attacker to exfiltrate information via specially crafted HQL-compatible time-based SQL queries.
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Analysis
by VulDB Data Team • 11/11/2021
The vulnerability CVE-2021-28022 represents a critical blind sql injection flaw discovered in ServiceTonic Helpdesk software versions prior to 9.0.35937. This vulnerability specifically targets the login form functionality and leverages hql-compatible time-based sql queries to enable data exfiltration. The flaw falls under the category of blind sql injection as described by cwe-89, where attackers cannot directly observe query results but can infer information through timing variations in database responses. The vulnerability is particularly concerning because it affects the authentication mechanism of the helpdesk system, potentially allowing unauthorized access to sensitive information.
The technical implementation of this vulnerability exploits the software's handling of user input within the login form, where specially crafted hql queries are processed without proper sanitization or parameterization. Attackers can construct time-based sql queries that cause the database to delay responses based on boolean conditions, enabling them to extract data character by character through timing attacks. This approach relies on the database's ability to pause execution for specific time intervals when certain conditions are met, allowing the attacker to infer database contents through response time analysis. The vulnerability specifically impacts the hql query processing engine within the service tonic helpdesk application, making it particularly dangerous as it can be exploited through the standard login interface.
The operational impact of CVE-2021-28022 extends beyond simple data theft, as it can enable attackers to gain unauthorized access to the helpdesk system and potentially escalate privileges within the organization's infrastructure. Successful exploitation could lead to complete compromise of the helpdesk database, exposing sensitive user information, ticket data, and potentially system credentials. The vulnerability creates a persistent backdoor for attackers who can repeatedly exploit the flaw to extract additional information over time, making it particularly dangerous for organizations that rely heavily on helpdesk systems for customer support and internal operations. This type of vulnerability directly maps to attack techniques described in the mitre attack framework under initial access and credential access phases, specifically targeting the credential access tactic.
Organizations using ServiceTonic Helpdesk software versions prior to 9.0.35937 should immediately implement mitigations including updating to the patched version 9.0.35937 or later. Additionally, network segmentation and web application firewalls should be deployed to monitor and block suspicious sql injection attempts. Input validation and parameterized queries should be implemented at all user input points, particularly within authentication mechanisms. Regular security assessments and penetration testing should be conducted to identify similar vulnerabilities in other applications. The vulnerability demonstrates the importance of proper input sanitization and the need for robust sql injection prevention measures, aligning with industry best practices outlined in owasp top ten and iso 27001 security requirements. Organizations should also implement database activity monitoring to detect unusual query patterns that might indicate exploitation attempts.