# CVE-2020-1777: Agent names disclosed in chat feature

> Attackers can view real agent names in chats and tickets even when masking is enabled, exposing internal staff identities.

- **Severity:** Medium 4.3 (`CVSS:3.1/AV:N/AC:L/PR:N/UI:R/S:U/C:L/I:N/A:N`)
- **Exploited in the wild:** Not known
- **Login needed:** Not needed
- **Attackable:** Over the internet
- **Victim action needed:** A user has to click or open something
- **Fix available:** No
- **Published:** 15 Oct 2020
- **Updated:** 17 Sep 2024
- **Also known as:** GHSA-vcjf-j3r2-f6pp

## What is CVE-2020-1777?

CVE-2020-1777 is a medium-severity vulnerability in Otrs Otrs, published on 15 Oct 2020. An attacker can exploit it over the internet without logging in, and only if a user opens a file or follows a link.

### Official description

Agent names that participates in a chat conversation are revealed in certain parts of the external interface as well as in chat transcriptions inside the tickets, when system is configured to mask real agent names. This issue affects OTRS; 7.0.21 and prior versions, 8.0.6 and prior versions.

Weakness: CWE-200 (Exposure of Sensitive Information to an Unauthorized Actor)

## Which versions are affected by CVE-2020-1777?

It affects 1 product.


Products: Otrs Otrs.

## How do I fix CVE-2020-1777?

No fix has been published for CVE-2020-1777 yet. Limit exposure of the affected software until one is available.

## Is CVE-2020-1777 being exploited?

There is no known exploitation of CVE-2020-1777 in the wild and no public exploit code.

## Other vulnerabilities in Otrs Otrs

- [CVE-2026-48188](https://insights.sbomify.com/CVE-2026-48188/): SQL Injection via MySQL Quote Method (critical 9.1)
- [CVE-2013-4717](https://insights.sbomify.com/CVE-2013-4717/): SQL injection in n/a (high 8.8)
- [CVE-2017-14635](https://insights.sbomify.com/CVE-2017-14635/): Code injection in n/a (high 8.8)
- [CVE-2023-5422](https://insights.sbomify.com/CVE-2023-5422/): SSL Certificates are not checked for E-Mail Handling (high 8.7)
- [CVE-2023-6254](https://insights.sbomify.com/CVE-2023-6254/): Password is send back to client (high 8.1)

## Fix prompt for AI coding agents

```text
Check this codebase for CVE-2020-1777 and fix it if it is affected.

What it is: CVE-2020-1777 is a medium-severity vulnerability in Otrs Otrs, published on 15 Oct 2020. An attacker can exploit it over the internet without logging in, and only if a user opens a file or follows a link.
Exploitation: There is no known exploitation of CVE-2020-1777 in the wild and no public exploit code.

Affected product: Otrs Otrs. No package-level version data is available, so check the vendor advisory linked from the reference page.

Task:
1. Search the dependency manifests and lockfiles (for example package.json, package-lock.json, requirements.txt, poetry.lock, uv.lock, pom.xml, build.gradle, go.mod, Cargo.lock, Gemfile.lock) and any Dockerfiles for the affected packages, including transitive dependencies.
2. If an affected version is in use, upgrade it to the fixed version for its release line with the project's package manager, so the lockfile is regenerated. Prefer the smallest upgrade that fixes it.
3. If there is no fix, or the upgrade would break the build, do not guess: explain the risk and the safest workaround instead.
4. Run the tests and summarise what changed and why.
5. If nothing in the project is affected, say so and change nothing.

Reference: https://insights.sbomify.com/CVE-2020-1777/ (Markdown: https://insights.sbomify.com/CVE-2020-1777/index.md)
```

## Sources

- CVE record: https://www.cve.org/CVERecord?id=CVE-2020-1777
- NVD: https://nvd.nist.gov/vuln/detail/CVE-2020-1777
- OSV: https://osv.dev/vulnerability/CVE-2020-1777

---
From sbomify Insights: https://insights.sbomify.com/CVE-2020-1777/
Summaries are generated and may contain mistakes; the official description above is the record.