CVE-2010-4767
Official description Straight from the sourceThe vendor's or NVD's own wording, published unedited. Authoritative, but often terse — it says what broke, rarely what to do.
NVD · uneditedOpen 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 attackers to cause a denial of service (duplicate tickets and duplicate auto-responses) by sending a crafted message to a POP3 mailbox.
Technical summary Written by usOur analysis, written from the advisory, the CVSS vector and the affected-version data. It adds context the advisory leaves out, and never invents facts that are not in the source.
dbcve analysis · high confidenceOTRS before 2.3.6 fails to properly parse email From headers containing UTF-8 characters with diacritical marks combined with an invalid charset. This causes the duplicate detection mechanism to fail, resulting in duplicate ticket creation and duplicate auto-responses when the same malformed email is processed multiple times.
Verify against the referenced sources before acting — the references below are authoritative for this CVE, this summary is not.
Affected products & versions What the vendor confirmedThe version ranges the vendor confirmed as vulnerable. If your version sits inside a range here, treat yourself as exposed until you have upgraded.
NVD · CPE data<= 2.3.5= 0.5= 1.0= 1.0.0= 1.0.1= 1.0.2= 1.1= 1.1.0= 1.1.1= 1.1.2= 1.1.3= 1.1.4CVSS breakdown How the score is builtThe industry scoring standard. It rates how the flaw is reached, what it takes to exploit, and what an attacker gains — the score is derived from those, not the other way round.
From the vector- Attack vector
- Network
- Complexity
- Low
- Authentication
- None
- Confidentiality
- None
- Integrity
- None
- Availability
- Partial
AV:N/AC:L/Au:N/C:N/I:N/A:P
Am I affected? How to checkSteps we derive from the advisory and the affected-version data, so you can decide whether this CVE reaches your setup. They are a guide, not a scan — your own configuration is the authority.
dbcve checksWork through these to decide whether this CVE applies to you.
-
Identify OTRS versionCheck the OTRS version by looking at the VERSION file in the OTRS root directory (commonly at /opt/otrs/VERSION or /usr/local/otrs/VERSION), or access the admin panel and navigate to System Administration > SysConfig and search for 'Version'Affected if The installed version is 2.3.5 or lower, or one of: 0.5, 1.0, 1.0.0, 1.0.1, 1.0.2, 1.1, 1.1.0, 1.1.1, 1.1.2, 1.1.3, or 1.1.4
-
Confirm email receiver is configuredIn the OTRS admin interface, go to PostMaster Mail Account (or check the PostMasterMailAccount.pm configuration in Kernel/Config.pm) to verify that incoming email accounts are set upAffected if Email accounts are configured to receive mail into OTRS, enabling the vulnerable email parsing code path
-
Verify duplicate detection is activeCheck if the ticket duplicate detection feature is enabled in OTRS. In SysConfig, look for 'PostMaster::DuplicateCheck' or 'Ticket::DuplicateCheck' settings. Also verify PostMaster::PreFilterModule::1::Move is configured to process incoming emailsAffected if The duplicate detection mechanism is in use, which will fail to catch duplicates when malformed UTF-8 From headers are processed
If the OTRS version is 2.3.5 or lower (or one of the listed affected versions) AND email receiving is configured, the environment can be affected when emails with UTF-8 characters with diacritical marks combined with invalid charset in the From header are processed, causing duplicate tickets and auto-responses to be generated.
Generated from the published advisory. Verify against your own configuration.
Remediation Closing itWhat it takes to close this. Where a vendor fix exists we point at it; where none exists we say so plainly, and can build one. Effort estimates are scoped from the advisory, not from your codebase.
From vendor dataUpgrade OTRS to version 2.3.6 or later which contains the fix for proper handling of malformed UTF-8 From headers with invalid charset encoding.
- Consultation2.0 h
- Implementation4.0 h
- Testing6.0 h
- Review / QA3.0 h
An estimate, not a bill — we confirm scope with you before any work starts. Need it this week? Rush from $4,096.
Scan for this in your stack
Free · runs locallyCheck whether your project pulls in CVE-2010-4767 — or any other known-vulnerable package — straight from your lock files. Free and open source; it runs locally and uploads nothing.
References Go to the primary sourcePrimary sources — vendor advisories, patches and trackers. Where our summary and a reference disagree, the reference wins.
Primary sourcesPractitioner notes
ContributedPeer-ranked notes from engineers who’ve handled CVE-2010-4767 in production — separate from our analysis above.
The advisory tells you what broke. It rarely tells you what actually worked. If you’ve dealt with this one, that detail is what the next engineer is searching for.
- The version that genuinely resolved it — not the one the vendor claimed
- A config change or rule that shut the vector down
- A gotcha in the upgrade path that cost you an afternoon
No notes yet
Be the first to add a field note for this CVE — a mitigation you’ve verified, a version caveat, or a link to a working fix. Sign in above to contribute.
A place for practitioners to share what actually worked: a mitigation you’ve tested, a configuration change, a version- or environment-specific caveat, or a link to a verified patch. The most useful notes rise to the top as peers upvote them, so the signal stays high.
- Verified mitigations, workarounds, and config changes
- Version or environment caveats, and links to real fixes
- No weaponised exploit code, or anything meant to cause harm
- No spam, self-promotion, credentials, or personal data