CVE-2020-1771:Cross-site scripting (XSS) vulnerability in OTRS allows attackers to inject malicious JavaScript through customer address book links.

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A cross-site scripting (XSS) vulnerability (CWE-79) exists in OTRS Community Edition 6.0.26 and prior versions, as well as OTRS 7.0.15 and prior versions. An attacker can craft an article with a link to the customer address book containing malicious JavaScript code. When an agent opens this link, the JavaScript code is executed in the agent's browser due to missing parameter encoding. This vulnerability could allow attackers to steal session information, manipulate content, or perform actions on behalf of the affected agent.

Overview

This vulnerability affects OTRS (Open-source Ticket Request System), a widely used help desk and IT service management solution. The issue stems from improper encoding of parameters in links to the customer address book functionality. When an agent views an article containing a specially crafted link, the malicious JavaScript embedded in the link executes in the context of the agent's browser session. This poses a significant security risk as it could lead to unauthorized access to sensitive information, session hijacking, or other malicious actions performed with the agent's privileges. The vulnerability is particularly concerning in help desk environments where agents regularly interact with external content.

Remediation

Organizations using affected versions of OTRS should implement the following remediation steps:

  1. Update to the latest version of OTRS:

    • For OTRS Community Edition: Upgrade to version 6.0.27 or later
    • For OTRS: Upgrade to version 7.0.16 or later

  2. If immediate updating is not possible, implement the following temporary mitigations:

    • Train agents to be cautious about clicking links in tickets from unknown sources
    • Consider implementing content security policies to restrict script execution
    • Monitor for suspicious activity in the OTRS system logs

  3. After updating, verify that the fix has been properly applied by checking the OTRS version number in the admin interface.

  4. Review system logs for any signs of exploitation prior to patching.

References

  1. OTRS Security Advisory 2020-08: https://otrs.com/release-notes/otrs-security-advisory-2020-08/
  2. Debian LTS Security Update: https://lists.debian.org/debian-lts-announce/2023/08/msg00040.html
  3. OpenSUSE Security Announcements:
    • openSUSE-SU-2020:0551
    • openSUSE-SU-2020:1475
    • openSUSE-SU-2020:1509
  4. Common Weakness Enumeration: CWE-79 (Cross-site Scripting)

Industry ExposureMost to least
This section illustrates the prevalence of a specific Common Vulnerabilities and Exposures (CVE) across various industries based on customer reports. The ranking displays industries from the most to least affected by this particular vulnerability, offering valuable insight into where this CVE has been most frequently observed. This information can help organizations within these sectors prioritize their security efforts, understand their relative risk exposure compared to their peers, and focus remediation strategies where they are most needed. By understanding the industry-specific impact, organizations can make more informed decisions regarding patching, resource allocation, and overall risk management related to this CVE.

  1. Accommodation & Food Services
    Accommodation & Food Services
  2. Administrative, Support, Waste Management & Remediation Services
    Administrative, Support, Waste Management & Remediation Services
  3. Agriculture, Forestry Fishing & Hunting
    Agriculture, Forestry Fishing & Hunting
  4. Arts, Entertainment & Recreation
    Arts, Entertainment & Recreation
  5. Construction
    Construction
  6. Educational Services
    Educational Services
  7. Finance and Insurance
    Finance and Insurance
  8. Health Care & Social Assistance
    Health Care & Social Assistance
  9. Information
    Information
  10. Management of Companies & Enterprises
    Management of Companies & Enterprises
  11. Manufacturing
    Manufacturing
  12. Mining
    Mining
  13. Other Services (except Public Administration)
    Other Services (except Public Administration)
  14. Professional, Scientific, & Technical Services
    Professional, Scientific, & Technical Services
  15. Public Administration
    Public Administration
  16. Real Estate Rental & Leasing
    Real Estate Rental & Leasing
  17. Retail Trade
    Retail Trade
  18. Transportation & Warehousing
    Transportation & Warehousing
  19. Utilities
    Utilities
  20. Wholesale Trade
    Wholesale Trade

Focus on What Matters

  1. See Everything.
  2. Identify True Risk.
  3. Proactively Mitigate Threats.

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