CVE-2024-23794: Agents are able to lock the ticket without the "Owner" permission

Severity: high (CVSS 7.5 v3.1)
Exploited in the wild: not listed in CISA KEV
EPSS: 0.3% probability of exploitation in the next 30 days
Public exploit or detection template: none known
Published: 2024-07-15 · updated 2026-06-17
Weakness: CWE-266

Description

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

Affected products

OTRS AG OTRS: from 8.0.0 before 2024.5.2 — fixed in 2024.5.2

How to fix

Upgrade to a fixed version: OTRS AG OTRS 2024.5.2. Check the vendor advisory for mitigations.

References

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