CVE-2021-21435 : What You Need to Know

Understanding CVE-2021-21435

This CVE refers to an information exposure vulnerability in OTRS products that allows showing article Bcc fields and agent personal information when customers print the ticket (PDF) via an external interface.

What is CVE-2021-21435?

The vulnerability lies in OTRS AG OTRS versions 7.0.x (up to 7.0.23) and 8.0.x (up to 8.0.10) where sensitive information can be unintentionally disclosed through the PDF export feature.

The Impact of CVE-2021-21435

With a CVSS base score of 5.7, this medium-severity vulnerability can result in high confidentiality impact by exposing sensitive data to unauthorized parties.

Technical Details of CVE-2021-21435

The technical details include:

Vulnerability Description

The issue involves the inadvertent display of article Bcc fields and agent personal information during customer PDF ticket printing through an external interface.

Affected Systems and Versions

OTRS AG OTRS 7.0.x versions up to 7.0.23 and 8.0.x versions up to 8.0.10 are affected by this vulnerability.

Exploitation Mechanism

Attackers with network access can exploit this vulnerability, requiring low privileges, but user interaction is necessary.

Mitigation and Prevention

To address CVE-2021-21435, consider the following:

Immediate Steps to Take

Update OTRS to version 8.0.11 or 7.0.24 to mitigate this vulnerability and prevent further exposure of sensitive data.

Long-Term Security Practices

Regularly update OTRS software and monitor security advisories to stay informed about potential vulnerabilities.

Patching and Updates

Ensure timely application of security patches and follow best practices to secure OTRS installations from known vulnerabilities.