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CVE Record

CVE-2021-21443: Unautorized listing of the customer user emails

Agents are able to list customer user emails without required permissions in the bulk action screen. This issue affects: OTRS AG ((OTRS)) Community Edition: 6.0.x version 6.0.1 and later versions. OTRS AG OTRS: 7.0.x versions prior to 7.0.27.

LowCVSS 3.5Not KEV-listedUpdated
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Glexia's TakeAutomated analysislow

Security readout for executives and security teams

Plain-English summary

CVE-2021-21443 is a low-severity privacy issue in OTRS. An authenticated agent could view customer user email addresses from the bulk action screen without the required permission. The business impact is limited data exposure, mainly relevant where customer email addresses are sensitive or regulated.

Executive priority

Treat as routine remediation unless customer email addresses are highly sensitive, regulated, or broadly accessible to untrusted agents. Prioritize during the next maintenance window.

Technical view

Affected OTRS versions expose customer user email listings to low-privileged agents through the bulk action screen. The CVSS 3.1 vector is AV:N/AC:L/PR:L/UI:R/S:U/C:L/I:N/A:N, indicating network reachability, low complexity, required privileges, user interaction, and confidentiality-only impact.

Likely exposure

Exposure is limited to organizations running ((OTRS)) Community Edition 6.0.x from 6.0.1 onward, or OTRS 7.0.x before 7.0.27, with authenticated agent access enabled.

Exploitation context

The source bundle does not identify active exploitation, and KEV status is false. Exploitation requires an authenticated agent and user interaction.

Researcher notes

This is CWE-200 information exposure with low privilege requirements and confidentiality impact only. The bundle does not provide exploit details, proof of concept, or complete Community Edition fix information.

Mitigation direction

  • Upgrade OTRS 7.0.x deployments to 7.0.27 or later.
  • Review the OTRS advisory for Community Edition 6.0.x remediation guidance.
  • Apply applicable Debian otrs2 security updates where Debian packages are used.
  • Restrict agent accounts to users with a current business need.
  • Audit customer email exposure against privacy and contractual obligations.

Validation and detection

  • Inventory OTRS and ((OTRS)) Community Edition versions in use.
  • Confirm whether affected versions match 6.0.1+ or 7.0.x before 7.0.27.
  • Review agent role permissions and bulk action screen access.
  • Check package history for the Debian DLA 3551-1 otrs2 update.
  • Document whether customer email addresses are regulated data in your environment.
Prepared
Confidence
high
Sources
4

Public sources used

Generated from the cited source records. This long-tail analysis has not been individually reviewed by a named human.

Potential ATT&CK relevance

Conservative CVE-to-ATT&CK context

These mappings and lookup hints may be relevant to the vulnerability behavior, CWE, affected product, or exposure path. Glexia-inferred context is not an official MITRE, ATT&CK, CWE, or CVE Program mapping.

ATT&CK lookup starting points

Use these exact CWE pages and searches to review the Glexia ATT&CK library from this CVE's weakness and description context.

cwe · medium confidence lookup

CWE-200: Information exposure and cloud metadata lookup

Information exposure and SSRF weaknesses can make discovery, cloud metadata, and credential material review relevant. Open the exact CWE lookup page first, then review the ATT&CK searches from that MITRE weakness context. This is a Glexia lookup hint, not an official ATT&CK mapping.

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cve · low confidence lookup

CVE-2021-21443 mapping review

Open the CVE-to-ATT&CK bridge for reviewed, inferred, or future official mappings tied to this CVE.

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Vulnerability profileCVE Program record
Severity
Low
CVSS
3.5 (3.1)
Known Exploited
No
Published

Vector: CVSS:3.1/AV:N/AC:L/PR:L/UI:R/S:U/C:L/I:N/A:N

Official CVE source material

CNA and ADP enrichment extracted from CVE v5

These fields come from the CVE record and ADP containers, not from Glexia's Take. They preserve time-varying source decisions such as CISA SSVC, KEV status, CVSS metrics, and provider references.

1CVSS vectors
0Timeline events
0ADP providers
3Source links

CVSS vector scores

1 official score

We collect every scored CVSS vector available in the official CNA and ADP containers. When more than one version is present, the table keeps the source vectors side by side instead of collapsing them into the highest score.

ScoreVersionSeverityVectorExploitImpactSource
3.5CVSS 3.1LowCVSS:3.1/AV:N/AC:L/PR:L/UI:R/S:U/C:L/I:N/A:N2.11.4Primary CVE score

Vulnerability scoring details

Base CVSS 3.1 score

3.5Low
CVSS 3.1 vector shape for CVE-2021-21443Attack VectorAttack ComplexityPrivileges RequiredUser InteractionScopeConfidentiality ImpactIntegrity ImpactAvailability Impact

Vector: CVSS:3.1/AV:N/AC:L/PR:L/UI:R/S:U/C:L/I:N/A:N

Attack Vector
NetworkAdjacentLocalPhysical
Attack Complexity
LowHigh
Privileges Required
NoneLowHigh
User Interaction
NoneRequired
Scope
ChangedUnchanged
Confidentiality Impact
HighLowNone
Integrity Impact
HighLowNone
Availability Impact
HighLowNone

Source materials

Affected products

Products and packages named in the record

VendorProductVersion / packageStatus
OTRS AG((OTRS)) Community Edition6.0.1Listed
OTRS AGOTRS7.0.xListed
Weakness

CWE details

CWE-200

CWE links open Glexia weakness intelligence pages with official CWE context, developer remediation guidance, and related CVE mappings.

CWE-200 · source CWE mapping

Exposure of Sensitive Information to an Unauthorized Actor

Exposure of Sensitive Information to an Unauthorized Actor represents a recurring weakness pattern that can create exploitable paths when design, validation, or implementation controls are missing.

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