Security Advisory 2017-07: Security Update for OTRS Framework


November 21, 2017 — 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:


  • 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

Security Advisory Details


  • ID: OSA-2017-07
  • Date: 2017-11-21
  • Title: Remote code execution
  • Severity: 8.6 high
  • Product: OTRS 5.0.x, OTRS 4.0.x, OTRS 3.3.x
  • Fixed in: OTRS 5.0.24, OTRS 4.0.26, OTRS 3.3.20
  • URL:
  • References: CVE-2017-16664.


Vulnerability Description


This advisory covers vulnerabilities discovered in the OTRS framework.


Privilege Escalation


An attacker who is logged into OTRS as an agent can request special URLs from OTRS which can lead to the execution of shell commands with the permissions of the web server user.


Affected by this vulnerability are all releases of OTRS 5.0.x up to and including 5.0.23, OTRS 4.0.x up to and including 4.0.25 and OTRS 3.3.x up to and including 3.3.19.

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

Fixed releases can be found at:

Detailed information about the changes:



OTRS 3.3

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

Thanks to Francesco Sirocco for discovering and reporting this issue.