CVE-2019-12497 : Vulnerability Insights and Analysis

A vulnerability in Open Ticket Request System (OTRS) versions 5.0.x to 7.0.8 could expose personal information of agents when using the customer or external frontend.

Understanding CVE-2019-12497

This CVE identifies a security flaw in OTRS that could lead to the unintentional exposure of agent information.

What is CVE-2019-12497?

The vulnerability in OTRS versions 5.0.x to 7.0.8 allows personal information of agents, like their name and email address, to be inadvertently disclosed in external notes.

The Impact of CVE-2019-12497

The exposure of agent details could lead to privacy breaches and compromise the confidentiality of sensitive information.

Technical Details of CVE-2019-12497

This section provides technical insights into the vulnerability.

Vulnerability Description

The flaw in OTRS versions 5.0.x to 7.0.8 enables the exposure of agent personal information in external notes.

Affected Systems and Versions

Open Ticket Request System (OTRS) versions 7.0.x through 7.0.8
Community Edition 6.0.x through 6.0.19
Community Edition 5.0.x through 5.0.36

Exploitation Mechanism

The vulnerability occurs when utilizing the customer or external frontend, allowing personal agent details to be visible in external notes.

Mitigation and Prevention

Protective measures to address the CVE-2019-12497 vulnerability.

Immediate Steps to Take

Upgrade OTRS to a patched version that addresses the vulnerability.
Limit access to sensitive information within the system.

Long-Term Security Practices

Regularly monitor and audit access to personal information in OTRS.
Educate users on the importance of data privacy and confidentiality.

Patching and Updates

Apply security patches provided by OTRS promptly to mitigate the risk of exposure.