CVE-2020-1777:Information Disclosure in OTRS Chat Functionality

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Description Preview

A vulnerability exists in OTRS versions 7.0.21 and prior, and 8.0.6 and prior, where agent names participating in chat conversations are unintentionally revealed in the external interface and chat transcriptions inside tickets, even when the system is configured to mask real agent names. This information disclosure vulnerability (CWE-200) compromises the privacy settings intended to protect agent identities.

Overview

This vulnerability affects the chat functionality in OTRS ticketing systems. When an organization has configured OTRS to mask real agent names for privacy or security reasons, this protection fails in chat-related contexts. Agent names are exposed in two specific areas: the external interface visible to customers and in chat transcriptions that are stored within tickets. This undermines the expected privacy controls and could potentially expose personally identifiable information of support agents to unauthorized parties. The issue impacts all OTRS installations prior to versions 7.0.22 and 8.0.7.

Remediation

Organizations using affected versions of OTRS should upgrade to version 7.0.22 or 8.0.7 or later, depending on their current installation branch. If immediate upgrading is not possible, organizations should consider temporarily disabling the chat functionality or advising agents to use generic names in chat sessions if agent identity protection is a critical requirement. Additionally, organizations may want to audit existing chat transcriptions in tickets to identify any instances where agent names have been unintentionally exposed and take appropriate remedial actions.

References

  • OTRS Security Advisory 2020-15: https://otrs.com/release-notes/otrs-security-advisory-2020-15/
  • CWE-200: Information Exposure: https://cwe.mitre.org/data/definitions/200.html
  • OTRS Documentation: https://doc.otrs.com/

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

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