Denial of Service Vulnerability in OTRS2: Improper Handling of UTF-8 Email Characters
Summary
DEBIAN-CVE-2010-4767: Open Ticket Request System (OTRS) before 2.3.6 does not properly handle e-mail messages in which the From line contains UTF-8 characters associated with diacritical marks and an invalid charset, which allows remote attac... Affects otrs2 versions < 2.4.5-1. Fixed in 2.4.5-1. How to fix ↓
Check if this vulnerability affects your application
Upload a manifest or SBOM and we'll show whether you're affected, plus every other risky package in the same scan.
No signup required · Results in about 60 seconds
Background
The Open Ticket Request System (OTRS) is a widely used open-source ticketing system that helps organizations manage customer support requests. OTRS2, a version of this system, provides features such as ticket management, email integration, and reporting tools. However, prior to version 2.3.6, OTRS2 had a vulnerability that allowed attackers to exploit the system through malformed email messages, leading to potential service disruptions.
Vulnerability Detail
The vulnerability in OTRS2 arises from its failure to properly handle email messages where the 'From' line contains UTF-8 characters associated with diacritical marks and an invalid charset. This oversight can be exploited by remote attackers who send crafted messages to a POP3 mailbox, resulting in a denial of service. The consequences include the generation of duplicate tickets and auto-responses, which can overwhelm the system and hinder its functionality.
How To Fix
Minimum fixed version
2.4.5-1
This is the first release that contains the fix.
sudo apt-get install --only-upgrade otrs2Tip — Not sure which version your app runs? Vulert can match this fix to it. Scan free →
Workaround
As a temporary workaround, users can filter incoming emails to block messages with invalid UTF-8 characters or specific patterns that may trigger the vulnerability. This can be implemented through email server settings or rules.
Conclusion
The OTRS2 vulnerability (CVE-2010-4767) poses a significant risk by allowing denial of service through malformed email messages. It is crucial for users to update to the latest patched version to ensure the security and reliability of their ticketing system. Temporary workarounds can help mitigate risks until updates are applied.
See every vulnerability recorded for otrs2 →
FAQ
OTRS2 is an open-source ticketing system designed to help organizations manage customer support requests efficiently.
The vulnerability allows attackers to send specially crafted emails that can cause the system to create duplicate tickets and auto-responses, leading to a denial of service.
You can use Vulert's playground at Vulert Scanner to check if your application is affected by this vulnerability without needing to sign up.
If immediate updates are not possible, consider implementing email filtering rules to mitigate the risk of exploitation.
Detailed information can be found in the Debian CVE database at https://storage.googleapis.com/debian-osv/debian-cve-osv/DEBIAN-CVE-2010-4767.json.
References
Related vulnerabilities
Recent vulnerabilities recorded for otrs2.
