Hi there,

This is a security advisory regarding an authentication bypass vulnerability in a few application URLs in ServiceDesk Plus, which has been identified and rectified.

On-premises users of ServiceDesk Plus (all editions) with versions 11305 and below are affected by this vulnerability and are advised to update to the latest version  immediately.

Severity: Critical

Impact:

This vulnerability allows an attacker to gain unauthorized access to the application's data through a few of its application URLs. To do so, an attacker has to manipulate any vulnerable application URL path from the assets module with a proper character set replacement.

This URL can bypass the authentication process and fetch the required data for the attacker, allowing the attacker to gain unauthorized access to user data or carry out subsequent attacks.

What led to the vulnerability?

The improper security configuration process used in ServiceDesk Plus led to the vulnerability.

Who is affected?

This vulnerability affects ServiceDesk Plus (on-premises) customers of all editions using versions 11305 and below.

How have we fixed it?

The vulnerability has been addressed by fixing the security configuration process in the latest version of ServiceDesk Plus.

How to find out if you are affected

Click the Help link in the top-right corner of the ServiceDesk Plus web client, and select About from the drop-down to see your current version. If your current version (all editions) is 11305 or below, you might be affected.

What customers should do

Customers with an affected version can upgrade to the latest version (11306) using the appropriate migration path.

Alternatively, based on their current version, customers can also upgrade to the appropriate versions mentioned below:

Please read the upgrade instructions carefully before beginning the upgrade. For assistance, write to support@servicedeskplus.com or call us toll-free at +1.888.720.9500.

Important note: As always, make a copy of the entire ServiceDesk Plus installation folder before applying the upgrade, and keep the copy in a separate location. If anything goes wrong during the upgrade, you'll have this copy as a backup, which will keep all your settings intact. If you're using an MS SQL server as a back-end database, back up the ServiceDesk Plus database before upgrading. Once the upgrade is successfully completed, remember to delete the backup.

We offer our sincerest apologies for any inconvenience this may have caused. If you have any questions or concerns, please reach out to us at support@servicedeskplus.com.