Responsible Disclosure of Seldesk Security Vulnerabilities

Responsible Disclosure Policy

The safety of Seldesk systems is very important to us (not only because we use Seldesk internally), and we consider security problems with the highest priority. We do our best every day to protect Seldesk users from known security threats, and we welcome all reports of security vulnerabilities discovered by our users and contributors.

We are committed to handle vulnerability reports with the greatest attention, provided that following rules are respected.

Reporting an issue

Please share privately the details of your security vulnerability by emailing our Security Team at Make sure to include as much information as possible, including the detailed steps to reproduce the problem, the versions that are affected, the expected results and actual results, and any other information that might help us react faster and more efficiently. We tend to prefer text-based bug descriptions accompanied with a proof-of-concept script/exploit, rather than long videos.

Important note: we receive a majority of security reports that have little to no impact on the security of Seldesk, and we ultimately have to reject them. To avoid a disappointing experience when contacting us, please try to put together a proof-of-concept attack and take a critical look at what's really at risk. If the proposed attack scenario turns out unrealistic, your report will probably be rejected.

Incident Response Procedure

1. You privately share the details of the security vulnerability with our Security Team by reporting an issue (see above)

2. We acknowledge your submission and verify the vulnerability. Our first answer generally comes under 24/48h.

3. If the vulnerability is valid and in scope, we request a CVE ID and give it to you as soon as it is assigned.

4. We work on a correction in collaboration with you.

5. We write a detailed Security Advisory describing the issue, its impacts, possible workarounds and solution, and we ask you to review it


We ask you to observe the following rules at all times:

• Exclusively test vulnerabilities on your own deployments.

• Never attempt to access or modify data that does not belong to you

• Never attempt to execute denial of service attacks, or to compromise the reliability and integrity of services that do not belong to you

• Do not use scanners or automated tools to find vulnerabilities, as their effects will violate the previous rules

• Never attempt non-technical attacks such as social engineering, phishing, or physical attacks against anyone or any system

• Do not publicly disclose vulnerabilities without our prior consent (During the non-disclosure period you are authorized to use/test any correction we've provided, as long as no emphasis is put on that correction and it is not published in the form of a security report (i.e. using it on production servers is fine).

In return:

• We will not initiate legal action against you if you followed the rules

• We will process your report and respond as quickly as possible

• We will provide a fix as soon as possible

• We will keep you updated of the progress and disclosure steps

• We will work diligently with stakeholders and customers in order to help them restore the safety of their system

• We will not publicly disclose your identity if you do not want to be credited for your discovery

What to report?

Qualifying vulnerabilities - DO REPORT!

• SQL injection vectors in public API methods

• XSS vulnerabilities working in supported browsers

• Broken authentication or session management, allowing unauthorized access

• Broken sandboxing of customizations, allowing arbitrary code execution or access to system resources

NON-Qualifying vulnerabilities - DO NOT REPORT!

• XSS vulnerabilities working only in unsupported/deprecated browsers, or requiring relaxed security settings

• Self-XSS attacks requiring the user to actively copy/paste malicious code into their own browser window

• Pseudo-XSS vulnerabilities on your own Seldesk Online instance.

• File path disclosures, which do not carry significant risk and do not enable attacks that would be otherwise impossible

• Clickjacking or phishing attacks using social engineering tricks to abuse users, with the system working as intended

• Tab napping or other phishing attacks conducted by navigating another browser tabs

• Open redirectors, which are simply one vector for phishing among many others

• Reflected File Downloads, another attack technique that requires social engineering and is not very practical

• Referer leak (including sensitive tokens) via social media links - very unlikely to be clicked, or to be exploited by the social medias

• More generally, attacks relying on physical or social engineering techniques will usually be rejected

• Scripting/brute-forcing of components working as designed (e.g. password authentication)

• Non-permanent Denial of Service (DoS) and distributed DoS (DDoS) that maintain resource exhaustion (cpu/network/memory) via a sustained stream of requests/packets

• Password policies (length, format, character classes, etc.)

• Missing or partial verification of email addresses

• Disclosure of public information or information that does not carry significant risks (directory listing on our downloads archive is a required feature! ;-))

• Spam-fighting policies and systems such as DKIM, SPF or DMARC

• Absence of HTTP Strict Transport Security (HSTS) headers, HSTS preloading, and HSTS policies

• Issues in default configuration of access control rules (e.g. ACLs and record rules) - please open regular bug reports instead

• Attack scenarios that rely on a takeover of user email accounts (obviously)

If you have any doubt, please ask us first!


If you report a new security issue that is confirmed to be critical (see the DO REPORT section), we will publicly thank you by adding your name to the Seldesk Security Hall of Fame, on the right of this page.