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Debian LinuxOperating system · Debian

CVE-2019-12497

MEDIUM · 5.3 CVSS v3.1 Published 2019-06-17
Fix available
A fix is available. Upgrade to after 7.0.8 or later.
See remediation →
62/100
Remediation priority · Elevated
Remotely reachable No privileges Zero-click

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 · unedited
An issue was discovered in Open Ticket Request System (OTRS) 7.0.x through 7.0.8, Community Edition 6.0.x through 6.0.19, and Community Edition 5.0.x through 5.0.36. In the customer or external frontend, personal information of agents (e.g., Name and mail address) can be disclosed in external notes.

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 · moderate confidence

This is an information disclosure vulnerability in OTRS where agent personal information (names and email addresses) is inadvertently exposed in external notes that are accessible through the customer or external frontend interface. The vulnerability allows unauthorized access to agent PII through the external-facing portion of the application.

MitigationApply vendor-supplied patches or upgrade to OTRS 7.0.9+, Community Edition 6.0.20+, or Community Edition 5.0.37+ to remediate this issue. Until patched, restrict external frontend access where possible.

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
Debian LinuxOperating system
Affected:= 8.0
OtrsApplication
Affected:>= 5.0.0, <= 5.0.36>= 6.0.0, <= 6.0.19>= 7.0.0, <= 7.0.8

CVSS 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
Privileges
None
User interaction
None
Scope
Unchanged
Confidentiality
Low
Integrity
None
Availability
None

CVSS:3.1/AV:N/AC:L/PR:N/UI:N/S:U/C:L/I:N/A:N

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 checks

Work through these to decide whether this CVE applies to you.

  1. Identify OTRS version
    Check the installed OTRS version by examining the version file in the OTRS directory or through the admin interface under 'System Administration'. For Debian systems, also run 'dpkg -l | grep otrs' to check the package version.
    Affected if The installed version falls within 5.0.0-5.0.36, 6.0.0-6.0.19, or 7.0.0-7.0.8.
  2. Confirm external frontend access
    Verify whether the OTRS customer interface or external frontend is accessible from the network. Check web server configuration and firewall rules to determine if port 80/443 on the OTRS host is reachable from untrusted networks.
    Affected if The external or customer frontend is exposed and reachable from outside trusted networks.
  3. Review external notes for agent PII
    As an authenticated customer user, create or view external notes on tickets and inspect whether agent names or email addresses are exposed within these notes. Check the data returned by the external interface API or web pages.
    Affected if Agent personal information such as names and email addresses is visible in external notes accessible through the customer-facing interface.
  4. Check Debian OTRS package
    On Debian 8.0 systems, run 'apt-cache policy otrs' or check installed packages with 'dpkg -l otrs' to confirm the exact version installed.
    Affected if Running Debian 8.0 with OTRS package installed and version is within affected ranges.

You are affected if OTRS version is 5.0.0-5.0.36, 6.0.0-6.0.19, or 7.0.0-7.0.8 AND the external/customer frontend is accessible, allowing unauthorized viewing of agent PII in external notes.

Generated from the published advisory. Verify against your own configuration.

Check your environment

Paste your version and any relevant configuration and it will be compared against the affected criteria above. Do not include secrets or credentials.

AI-assisted, checked against the advisory. Informational, not a guarantee.

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 data
Upgrade available Upgrade to a release after 7.0.8
Interim mitigation

Apply vendor-supplied patches or upgrade to OTRS 7.0.9+, Community Edition 6.0.20+, or Community Edition 5.0.37+ to remediate this issue. Until patched, restrict external frontend access where possible.

Fix this in Debian Linux Scoped from the published advisory
  • Consultation4.0 h
  • Implementation6.0 h
  • Testing4.0 h
  • Review / QA2.0 h
16.0 hours of engineering $2,840
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Scan for this in your stack

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References Go to the primary sourcePrimary sources — vendor advisories, patches and trackers. Where our summary and a reference disagree, the reference wins.

Primary sources

Practitioner notes

Contributed

Peer-ranked notes from engineers who’ve handled CVE-2019-12497 in production — separate from our analysis above.

No notes yet

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What this is

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.

What belongs here
  • 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