CVE-2021-36097Network attack vector

Ticket takeover via missing lock authorization

Published Oct 18, 2021 · Updated Sep 16, 2024

Incorrect privilege assignment in OTRS 8.0.0 through 8.0.16 allows remote authenticated users to take control of tickets across queues. The ticket-locking action fails to enforce the Owner permission, after which the locked ticket can be moved into a queue where the agent has read-write access. Exploitation requires an authenticated agent account and read-write permission on the destination queue, and the resulting control is limited to the moved ticket.

CVSS severity3.5
Low
EPSS probability0.52%
Next 30 days · Sep 16, 2026
Known exploitationUnconfirmed
Based on sourced intelligence
Hinoki checkNot available
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Summary

What happened

Incorrect privilege assignment in OTRS 8.0.0 through 8.0.16 allows remote authenticated users to take control of tickets across queues. The ticket-locking action fails to enforce the Owner permission, after which the locked ticket can be moved into a queue where the agent has read-write access. Exploitation requires an authenticated agent account and read-write permission on the destination queue, and the resulting control is limited to the moved ticket.

The record

CVE
CVE-2021-36097
Published
Oct 18, 2021
Updated
Sep 16, 2024
Vendor
OTRS AG
Product
OTRS
Classifications
CWE-266, T1548
Attack vector
network
Privileges
authenticated

Timeline

How it unfolded

  1. Oct 18, 2021CVE publishedPublication date reported by the CVE source.
  2. Sep 16, 2024Record updatedLatest update available in the CVE record.

Exploitability

Present is not the same as exploitable

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Is a vulnerable build present?

Compare these published version ranges with your installed build and any vendor patches.

  1. Affected versionversion=8.0.x <=8.0.16

What conditions does exploitation require?

Attack vectornetwork
Required privilegesauthenticated

What is affected?

OTRS AG · OTRSversion=8.0.x <=8.0.16

Published CVSS scores

4.0NIST NVDAV:N/AC:L/Au:S/C:N/I:P/A:N
3.5OTRS AGCVSS:3.1/AV:N/AC:L/PR:L/UI:R/S:U/C:N/I:L/A:N
4.3NIST NVDCVSS:3.1/AV:N/AC:L/PR:L/UI:N/S:U/C:N/I:L/A:N

CVSS describes severity. EPSS estimates exploitation probability.

Attacks

What attackers are doing with it

Daily unique IPs observed by Shadowserver honeypots for known exploited vulnerabilities (KEVs). Missing observations do not establish an absence of attacks.

Daily unique IPsNo honeypot observations are available for this CVE in the selected window.

No observations available

Sep 10, 2026Sep 16, 2026
Latest reporting daySep 16, 2026
Latest daily unique IPsUnavailable
Prior 30-day averageUnavailable
SourceShadowserver honeypots (KEV)
Vectornetwork
Privilegesauthenticated
Known exploitationUnconfirmed
Public exploitUnconfirmed

Weakness, pattern, technique

CWE-266Incorrect Privilege Assignment
T1548Abuse Elevation Control Mechanism

Public exploit references

No public exploit references are available in this record.

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Technologies

Your stack

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Your stack

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