CVE-2021-21435 [Medium] | Information Disclosure in Otrs

Article Bcc fields and agent personal information are shown when customer prints the ticket (PDF) via external interface. This issue affects: OTRS AG OTRS 7.0.x version 7.0.23 and prior versions; 8.0.x version 8.0.10 and prior versions.

#	Date	Old EPSS score	New EPSS score	Delta (New - Old)
1	2026-06-15	0.29%	1.27%	+0.99%
2	2025-03-30	0.56%	0.29%	-0.27%
3	2025-03-29	—	0.56%	—

Date

Old EPSS score

New EPSS score

Delta (New - Old)

2026-06-15

0.29%

1.27%

+0.99%

2025-03-30

0.56%

0.29%

-0.27%

2025-03-29

—

0.56%

—

Base score	Version	Severity	Vector	Exploitability	Impact	Score source
5.7	3.1	MEDIUM	`CVSS:3.1/AV:N/AC:L/PR:L/UI:R/S:U/C:H/I:N/A:N` Click to expand Attack vector (AV:N) Could be attacked over the internet or any normal routed network—not just someone sitting at the machine. Attack complexity (AC:L) Once they can reach the bug, pulling it off is straightforward—no weird race conditions or rare setup. Privileges required (PR:L) A normal user session is enough; they don’t have to be admin. User interaction (UI:R) A real person has to do something—click, install, enable—otherwise it doesn’t land. Scope (S:U) Damage stays in the same “trust bubble” as the broken component—no big spill into unrelated systems. Confidentiality (C:H) Serious risk that confidential data gets exposed in a big way. Integrity (I:N) Data isn’t meaningfully altered or forged. Availability (A:N) Service keeps running; no real outage angle.	2.1	3.6	[email protected]
6.5	3.1	MEDIUM	`CVSS:3.1/AV:N/AC:L/PR:N/UI:R/S:U/C:H/I:N/A:N` Click to expand Attack vector (AV:N) Could be attacked over the internet or any normal routed network—not just someone sitting at the machine. Attack complexity (AC:L) Once they can reach the bug, pulling it off is straightforward—no weird race conditions or rare setup. Privileges required (PR:N) No account or special rights needed—anonymous or random user is enough. User interaction (UI:R) A real person has to do something—click, install, enable—otherwise it doesn’t land. Scope (S:U) Damage stays in the same “trust bubble” as the broken component—no big spill into unrelated systems. Confidentiality (C:H) Serious risk that confidential data gets exposed in a big way. Integrity (I:N) Data isn’t meaningfully altered or forged. Availability (A:N) Service keeps running; no real outage angle.	2.8	3.6	[email protected]
4.3	2.0	MEDIUM	`AV:N/AC:M/Au:N/C:P/I:N/A:N` Click to expand Access vector (AV:N) Can be exploited remotely over network reachability. Access complexity (AC:M) Exploitation needs some favorable conditions, but not exceptional ones. Authentication (AU:N) No authentication is required. Confidentiality impact (C:P) Partial confidentiality impact. Integrity impact (I:N) No integrity impact. Availability impact (A:N) No availability impact.	8.6	2.9	[email protected]

Base score

Version

Severity

Vector

Exploitability

Impact

Score source

5.7

3.1

MEDIUM

CVSS:3.1/AV:N/AC:L/PR:L/UI:R/S:U/C:H/I:N/A:N Click to expand

Attack vector (AV:N): Could be attacked over the internet or any normal routed network—not just someone sitting at the machine.
Attack complexity (AC:L): Once they can reach the bug, pulling it off is straightforward—no weird race conditions or rare setup.
Privileges required (PR:L): A normal user session is enough; they don’t have to be admin.
User interaction (UI:R): A real person has to do something—click, install, enable—otherwise it doesn’t land.
Scope (S:U): Damage stays in the same “trust bubble” as the broken component—no big spill into unrelated systems.
Confidentiality (C:H): Serious risk that confidential data gets exposed in a big way.
Integrity (I:N): Data isn’t meaningfully altered or forged.
Availability (A:N): Service keeps running; no real outage angle.

2.1

3.6

[email protected]

6.5

3.1

MEDIUM

CVSS:3.1/AV:N/AC:L/PR:N/UI:R/S:U/C:H/I:N/A:N Click to expand

Attack vector (AV:N): Could be attacked over the internet or any normal routed network—not just someone sitting at the machine.
Attack complexity (AC:L): Once they can reach the bug, pulling it off is straightforward—no weird race conditions or rare setup.
Privileges required (PR:N): No account or special rights needed—anonymous or random user is enough.
User interaction (UI:R): A real person has to do something—click, install, enable—otherwise it doesn’t land.
Scope (S:U): Damage stays in the same “trust bubble” as the broken component—no big spill into unrelated systems.
Confidentiality (C:H): Serious risk that confidential data gets exposed in a big way.
Integrity (I:N): Data isn’t meaningfully altered or forged.
Availability (A:N): Service keeps running; no real outage angle.

2.8

3.6

[email protected]

4.3

2.0

MEDIUM

AV:N/AC:M/Au:N/C:P/I:N/A:N Click to expand

Access vector (AV:N): Can be exploited remotely over network reachability.
Access complexity (AC:M): Exploitation needs some favorable conditions, but not exceptional ones.
Authentication (AU:N): No authentication is required.
Confidentiality impact (C:P): Partial confidentiality impact.
Integrity impact (I:N): No integrity impact.
Availability impact (A:N): No availability impact.

8.6

2.9

[email protected]

OS Trackers for CVE-2021-21435

vendor	priority	summary	link
`debian`	unimportant	CVE-2021-21435 unimportant priority: Debian including 1 source packages (otrs2), 1 status rows across 1 suites (bullseye): resolved 1.	https://security-tracker.debian.org/tracker/CVE-2021-21435
`ubuntu`	medium	CVE-2021-21435 medium priority: Ubuntu including 1 source packages (otrs2), 16 status rows across 16 suites (bionic, focal, groovy, hirsute, impish, jammy, kinetic, lunar, mantic, noble, oracular, plucky, questing, trusty, upstream, xenial): DNE 8, needs-triage 5, ignored 3.	https://ubuntu.com/security/CVE-2021-21435

Affected software / configurations for CVE-2021-21435

Vendor	Product	Version	Raw CPE
otrs	otrs	>= 6.0.0, <= 6.0.30	cpe:2.3:a:otrs:otrs:::::community:::*
otrs	otrs	>= 7.0.0, <= 7.0.23	cpe:2.3:a:otrs:otrs::::::::
otrs	otrs	>= 8.0.0, <= 8.0.10	cpe:2.3:a:otrs:otrs::::::::

References for CVE-2021-21435

URL	Tags
https://otrs.com/release-notes/otrs-security-advisory-2021-02/	Vendor Advisory

URL

CVE-2021-21435 | Information exposure in PDF export

Exploit prediction scoring system (EPSS) score for CVE-2021-21435

Common vulnerability scoring system (CVSS) metrics for CVE-2021-21435

Weakness enumeration for CVE-2021-21435

OS Trackers for CVE-2021-21435

Affected software / configurations for CVE-2021-21435

References for CVE-2021-21435