CVE-2018-20800
Description
An issue was discovered in Open Ticket Request System (OTRS) 5.0.31 and 6.0.13. Users updating to 6.0.13 (also patchlevel updates) or 5.0.31 (only major updates) will experience data loss in their agent preferences table.
AI Insight
LLM-synthesized narrative grounded in this CVE's description and references.
OTRS 5.0.31 and 6.0.13 cause data loss in agent preferences during certain upgrades.
Vulnerability
Open Ticket Request System (OTRS) versions 5.0.31 and 6.0.13 contain a bug that causes data loss in the agent preferences table during specific upgrade paths. This affects users updating to 6.0.13 (including patchlevel updates) or 5.0.31 (only major updates).
Exploitation
No attacker interaction is required. The vulnerability triggers automatically during the normal upgrade process when updating to the affected versions. The upgrade procedure mishandles the agent preferences table, leading to unintended data deletion.
Impact
Successful exploitation results in loss of stored agent preferences, such as personal settings and configurations. This data loss degrades user experience and may require manual restoration from backups, potentially affecting service continuity.
Mitigation
No official fix or patched version has been announced in the available references. Administrators are strongly advised to back up the OTRS database, particularly the agent preferences table, before performing any upgrade to versions 5.0.31 or 6.0.13. Upgrading to a later supported release (e.g., OTRS 6.0.14 or newer) may resolve the issue; however, no specific patch is documented.
AI Insight generated on May 26, 2026. Synthesized from this CVE's description and the cited reference URLs; citations are validated against the source bundle.
Affected products
2- Range: 5.0.31 / 6.0.13
Patches
0No patches discovered yet.
Vulnerability mechanics
AI mechanics synthesis has not run for this CVE yet.
References
1- community.otrs.com/security-advisory-2018-10-security-update-for-otrs-frameworkmitrex_refsource_MISC
News mentions
0No linked articles in our index yet.