Release Notes

Security Advisory 2018-10: Security Update for OTRS Framework

OTRS Group, the world’s leading provider of the OTRS service management suite, including the fully managed OTRS solution and the ITIL® V3-compliant IT service management software OTRS::ITSM.


November 14, 2018 — Please read carefully and check if the version of your OTRS system is affected by this vulnerability.

Please send information regarding vulnerabilities in OTRS to:


Security Advisory Details



Vulnerability Description


This advisory covers a problem with a data migration discovered in the OTRS framework.


Privilege Escalation


 Users updating to OTRS 6.0.13 (also patchlevel updates) or 5.0.31 (only major updates) will experience data loss in their agent preferences table.


Affected by this problem are OTRS 6.0.13 and OTRS 5.0.31 (earlier versions are not affected).

This vulnerability is fixed in the latest versions of OTRS, and it is recommended to upgrade to the latest patch level.

As a workaround after a performed migration, users can restore the user_preferences table from their backup and delete the OTRS cache via otrs/bin/ Maint::Delete::Cache. If the LDAP Sync module is used, it is sufficient to log in to the system again.

Fixed releases can be found at:

Detailed information about the changes:

However, to avoid unwanted side effects, we recommend a complete update.

Release Name:

Security Advisory 2018-10: Security Update for OTRS Framework


  • pub 2048R/9C227C6B 2011-03-21 [expires at: 2020-11-16]
  • uid OTRS Security Team <>
  • GPG Fingerprint E330 4608 DA6E 34B7 1551 C244 7F9E 44E9 9C22 7C6B