CVE-2025-24388 is a vulnerability identified in the OTRS (Open Ticket Request System) software developed by OTRS AG, affecting multiple versions including 7.0.x, 8.0.x, 2023.x, 2024.x, 2025.x, and the ((OTRS)) Community Edition 6.0.x, as well as likely derivatives based on the Community Edition. The vulnerability is classified under CWE-184, which pertains to an incomplete list of disallowed inputs, leading to parameter injection issues. Specifically, this flaw exists in both the Admin Interface and Agent Interface of OTRS, allowing authenticated users with agent or admin privileges to inject parameters improperly. This injection occurs because the input validation mechanisms fail to comprehensively block all disallowed inputs, enabling manipulation of parameters that could alter the intended behavior of the application. The vulnerability does not require user interaction beyond authentication, and the attacker must have valid agent or admin credentials, which limits the attack surface to insiders or compromised accounts. The CVSS v3.1 base score is 3.8 (low severity), with the vector indicating network attack vector (AV:N), low attack complexity (AC:L), high privileges required (PR:H), no user interaction (UI:N), unchanged scope (S:U), no confidentiality impact (C:N), low integrity impact (I:L), and low availability impact (A:L). No known exploits are reported in the wild, and no official patches have been linked yet. The vulnerability primarily impacts the integrity and availability of the system by allowing parameter injection that could lead to unauthorized changes or disruptions within the ticketing system workflows.

For European organizations using OTRS, especially those relying on it for critical IT service management, customer support, or internal ticketing workflows, this vulnerability poses a risk of unauthorized parameter manipulation by authenticated agents or administrators. Although the impact on confidentiality is negligible, the integrity and availability of ticketing data and processes could be compromised, potentially leading to incorrect ticket handling, privilege escalation within the application context, or denial of service conditions. Given that OTRS is widely used in public sector institutions, healthcare, and large enterprises across Europe, exploitation could disrupt essential services and degrade operational efficiency. The requirement for authenticated high-privilege users reduces the likelihood of external attackers exploiting this vulnerability directly; however, insider threats or compromised credentials could be leveraged to exploit this flaw. The absence of known exploits in the wild suggests limited current risk, but the vulnerability should be addressed promptly to prevent future exploitation. Additionally, organizations using products derived from the ((OTRS)) Community Edition should consider themselves at risk due to probable codebase similarities.

1. Restrict and monitor administrative and agent account access rigorously, implementing strong authentication mechanisms such as multi-factor authentication (MFA) to reduce the risk of credential compromise. 2. Conduct regular audits of user privileges and session activities to detect anomalous behavior indicative of parameter injection attempts. 3. Apply strict input validation and sanitization controls at the application layer, potentially through custom web application firewalls (WAFs) or runtime application self-protection (RASP) solutions, to detect and block suspicious parameter manipulations. 4. Isolate OTRS instances within segmented network zones with limited access to reduce lateral movement opportunities in case of compromise. 5. Engage with OTRS AG and community channels to obtain and apply patches or updates as soon as they become available. 6. For organizations using derived products, verify with vendors about the presence of this vulnerability and request timely remediation. 7. Implement comprehensive logging and alerting on administrative actions within OTRS to facilitate rapid incident response. 8. Consider temporary compensating controls such as disabling non-essential agent/admin interfaces or restricting access to trusted IP ranges until patches are applied.