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OtrsApplication

CVE-2024-6540

MEDIUM · 5.3 CVSS v3.1 Published 2024-07-15
Fix available
A fix is available. Upgrade to 2024.5.2 or later.
See remediation →
59/100
Remediation priority · Elevated
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
Improper filtering of fields when using the export function in the ticket overview of the external interface in OTRS could allow an authorized user to download a list of tickets containing information about tickets of other customers. The problem only occurs if the TicketSearchLegacyEngine has been disabled by the administrator. 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 · moderate confidence

In OTRS, the ticket export function in the external interface fails to properly filter ticket records when TicketSearchLegacyEngine is disabled. An authenticated user can export a list of tickets that includes information belonging to other customers, resulting in cross-customer information disclosure.

MitigationEnable proper ticket-level access control in the export function to ensure users can only export tickets associated with their own customer account. Verify that customer_id filtering is consistently applied to all export operations.

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
None
Availability
None

CVSS:3.1/AV:N/AC:H/PR:L/UI:N/S:U/C:H/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. Check OTRS version
    Access the admin panel or check the kernel/Config.pm file for the OTRS version number. The version is typically displayed in the admin dashboard or can be found in the installation directory.
    Affected if The installed version is 8.0.0 or higher but lower than 2024.5.2
  2. Verify TicketSearchLegacyEngine setting
    In the OTRS admin interface, navigate to SysConfig > Core::TicketSearch and locate the TicketSearchLegacyEngine setting. Alternatively, check the Config.pm file for this configuration option.
    Affected if TicketSearchLegacyEngine is set to Disabled or No (this configuration enables the vulnerability)
  3. Confirm external interface access for customers
    Check if customer users have access to the external interface and the ticket export functionality. Verify customer user permissions in Admin > Customer Users > <select customer> > Permissions.
    Affected if Customer users can access the ticket export feature in the external interface

You are affected if OTRS version is between 8.0.0 and 2024.5.1 AND TicketSearchLegacyEngine is disabled AND customers can export tickets from the external interface.

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

Enable proper ticket-level access control in the export function to ensure users can only export tickets associated with their own customer account. Verify that customer_id filtering is consistently applied to all export operations.

Recommended fix High confidence

OTRS 2024.5.2 or later (latest stable release)

  1. 1. Back up the current OTRS installation directory, configuration files, and database
  2. 2. Review the OTRS upgrade documentation for version 2024.5.2 or later
  3. 3. Download OTRS version 2024.5.2 (or the latest stable release) from the official OTRS website or authorized distribution channels
  4. 4. Stop all OTRS services (e.g., apache/nginx, OTRS daemon)
  5. 5. Install the new version following the official upgrade procedure
  6. 6. Clear all caches after upgrade (perl bin/otrs.Console.pl Maint::Cache::Delete)
  7. 7. Verify that TicketSearchLegacyEngine setting is configured as intended
  8. 8. Test the ticket export function in the external interface to confirm the vulnerability is resolved
Caveat Review OTRS release notes for 2024.5.x for any configuration or feature changes that may require adjustment

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

Fix this in Otrs Scoped from the published advisory
  • Consultation4.0 h
  • Implementation8.0 h
  • Testing6.0 h
  • Review / QA3.0 h
21.0 hours of engineering $3,680
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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-2024-6540 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
  • No weaponised exploit code, or anything meant to cause harm
  • No spam, self-promotion, credentials, or personal data