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OtrsApplication

CVE-2024-23794

HIGH · 7.5 CVSS v3.1 Published 2024-07-15
Fix available
A fix is available. Upgrade to 2024.5.2 or later.
See remediation →
81/100
Remediation priority · High
Remotely reachable 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 incorrect privilege assignment vulnerability in the inline editing functionality of OTRS can lead to privilege escalation. This flaw allows an agent with read-only permissions to gain full access to a ticket. This issue arises in very rare instances when an admin has previously enabled the setting 'RequiredLock' of 'AgentFrontend::Ticket::InlineEditing::Property###Watch' in the system configuration.This issue affects OTRS:  * 8.0.X * 2023.X * from 2024.X through 2024.4.x

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 confidence

OTRS contains an incorrect privilege assignment vulnerability in its inline editing feature. When an administrator enables the 'RequiredLock' setting for 'AgentFrontend::Ticket::InlineEditing::Property###Watch' in system configuration, a read-only agent can escalate privileges to gain full access to tickets. This bypasses the intended permission model in rare, configuration-specific scenarios.

MitigationAdministrators should disable the 'RequiredLock' setting for 'AgentFrontend::Ticket::InlineEditing::Property###Watch' in system configuration, or upgrade to a patched version of OTRS.

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
OtrsApplication
Affected:>= 8.0.0, < 2024.5.2

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

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

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. Verify OTRS version is within affected range
    Check the installed OTRS version via admin panel (Admin > System Administration > System Information) or by examining the VERSION file in the OTRS root directory
    Affected if Version is greater than or equal to 8.0.0 AND less than 2024.5.2
  2. Locate the InlineEditing configuration for Watch property
    Navigate to SysConfig (Admin > System Administration > SysConfig) and search for 'AgentFrontend::Ticket::InlineEditing::Property###Watch'
    Affected if The configuration entry exists and is accessible in SysConfig
  3. Check RequiredLock setting status
    Within the 'AgentFrontend::Ticket::InlineEditing::Property###Watch' SysConfig entry, inspect the 'RequiredLock' setting
    Affected if RequiredLock is set to enabled, checked, or 'Yes' (any value that enables the lock requirement)
  4. Confirm role-based access controls
    Verify that the affected OTRS instance has read-only agents defined in Admin > Agents who would have their permissions altered by this configuration
    Affected if Read-only agent roles exist in the system and the RequiredLock setting is enabled

A system is affected if it runs OTRS version 8.0.0 through 2024.5.1 AND has the RequiredLock setting enabled for the AgentFrontend::Ticket::InlineEditing::Property###Watch configuration.

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.

dbcve · scoped
Upgrade available Upgrade to 2024.5.2 or later
Fixed in 2024.5.2
Interim mitigation

Administrators should disable the 'RequiredLock' setting for 'AgentFrontend::Ticket::InlineEditing::Property###Watch' in system configuration, or upgrade to a patched version of OTRS.

Recommended fix High confidence

2024.5.2 or later

  1. Backup the current OTRS installation and database before proceeding with any upgrade
  2. Review OTRS upgrade documentation for your current version to ensure compatibility
  3. Upgrade OTRS to version 2024.5.2 or later (the first fixed release)
  4. After upgrade, verify the version number matches the expected fixed release
  5. Test that the inline editing functionality works correctly and that the privilege escalation vulnerability is resolved
  6. Optionally, review the system configuration setting 'AgentFrontend::Ticket::InlineEditing::Property###Watch' to ensure it is set appropriately
Caveat Standard OTRS upgrade considerations apply - review release notes for any configuration or compatibility changes

Generated from the published advisory — verify against the referenced sources before acting.

Fix this in Otrs Scoped from the published advisory
  • Consultation2.0 h
  • Implementation1.0 h
  • Testing2.0 h
  • Review / QA1.0 h
6.0 hours of engineering $1,060
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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-2024-23794 in production — separate from our analysis above.

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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
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