Duplicate Identity / Identity Shadowing across CustomerUser backends
- Published
- Last modified
- Where the record stands: published, rejected by its publisher, or superseded by another id.What do these mean? →
- published
- Whether CISA lists it in its Known Exploited Vulnerabilities catalog: proof that attackers are using it.What do these mean? →
- Not listed in CISA KEV
- Whether working attack code is public (Exploit-DB, Metasploit, Nuclei or GitHub). Public code makes attacks easier.What do these mean? →
- None on Exploit-DB, Metasploit or GitHub
- Exploitation: none
- Automatable: no
- Technical impact: partial
Summary
OTRS does not sufficiently enforce the uniqueness of customer user identities across multiple configured CustomerUser backends. When multiple backends, such as a database and LDAP, are configured, the uniqueness check for customer user email addresses is performed only within the selected backend. As a result, an authenticated user with permission to create or modify customer users may create a customer user whose email address is already assigned to a customer user in another backend. This can result in multiple customer user records representing the same communication identity. Depending on the affected workflow and backend resolution, customer-related information or email communication may subsequently be associated with or exposed to the wrong customer user. The vulnerability does not allow unauthenticated users to create customer accounts. Exploitation requires permissions to create or modify customer users. This issue affects OTRS: • 7.0.X • 8.0.X • 2023.X • 2024.X • 2025.X • 2026.X before 2026.7.X Please note that ((OTRS)) Community Edition 6.x and before are vulnerable. Products based on the ((OTRS)) Community Edition also very likely to be affected
Timeline
- CVE published
- CISA SSVC assessment
Exploitation: none · Automatable: no · Technical impact: partial
- Record last updated
Affected versions
- OTRS GmbH (former OTRS AG) OTRS
From 2026.x · through 2026.6.x
- OTRS GmbH (former OTRS AG) ((OTRS)) Community Edition
6.x