CVE-2026-78359
Duplicate Identity / Identity Shadowing across CustomerUser backends
- Published
- Updated
- Reserved
- Assigned by
- OTRS
Description
OTRS does not sufficiently enforce the uniqueness of customer user identities across multiple configured CustomerUser backends. When multiple backends, such as a database and LDAP, are configured, the uniqueness check for customer user email addresses is performed only within the selected backend. As a result, an authenticated user with permission to create or modify customer users may create a customer user whose email address is already assigned to a customer user in another backend. This can result in multiple customer user records representing the same communication identity. Depending on the affected workflow and backend resolution, customer-related information or email communication may subsequently be associated with or exposed to the wrong customer user. The vulnerability does not allow unauthenticated users to create customer accounts. Exploitation requires permissions to create or modify customer users. This issue affects OTRS: * 7.0.X * 8.0.X * 2023.X * 2024.X * 2025.X * 2026.X before 2026.7.X Please note that ((OTRS)) Community Edition 6.x and before are vulnerable. Products based on the ((OTRS)) Community Edition also very likely to be affected
Scores
| Scored by | CVSS | Score | Vector |
|---|---|---|---|
| OTRSCNA (assigner) | 3.1 | Medium5.4 | CVSS:3.1/AV:N/AC:L/PR:L/UI:N/S:U/C:L/I:L/A:N |
| NVDNVD · Deferred | 3.1 | Medium5.4 | CVSS:3.1/AV:N/AC:L/PR:L/UI:N/S:U/C:L/I:L/A:N |
- EPSS (exploitation in 30 days)
- 0.16% · top 94% of all CVEs (6 Nov 2026)
- CISA SSVC
- Exploitation: none · Automatable: no · Technical impact: partial
The list uses the assigner's score when there is one, then CISA's, then NVD's: Medium 5.4.
Weakness
Affected products
OTRS GmbH (former OTRS AG) · OTRS
- affected 7.0.x
- affected 8.0.x
- affected 2023.x
- affected 2024.x
- affected 2025.x
- affected 2026.x – ≤ 2026.6.x
OTRS GmbH (former OTRS AG) · ((OTRS)) Community Edition
- affected 6.x
What to do
Solution: Update to latest version of OTRS (2026.7.1. or later). Please note that there will be no OTRS 7 patches
References (1)
Sources
The same CVE in the primary databases and aggregators, to check against.
- CVE.org record (opens in a new tab)
- CVE List JSON (GitHub) (opens in a new tab)
- NVD (opens in a new tab)
- FIRST EPSS (opens in a new tab)
- OSV.dev (opens in a new tab)
- GitHub Advisories (opens in a new tab)
- CIRCL Vulnerability-Lookup (opens in a new tab)
Badge for a README or a ticket
[](https://trackcve.app/cve/CVE-2026-78359)Record last updated .