Issue
Change request state is not changing as per the change task custom state.
Cause
There are possible cause for this issue
1. Inactive state values (11, -7, -8) were not added in the dictionary override for custom choices
i. Cancelled
ii.Rolled back/backout
iii. Unsuccessful Resulted In outage
2. Condition in the "Close Ticket" BR was not updated with the closed state values
3. Condition in the "SNC - Run parent workflows" BR was not updated with the closed state values
Resolution
1. I have added inactive state values in the state dictionary override
https://<instance_name>.service-now.com/nav_to.do?uri=sys_dictionary_override.do?sys_id=0b157bd4872c110043b9a2f31a434d30
2. Updated conditions in the "Close Ticket" BR with the custom closed state values( Ex : current.state ==-7 || current.state==-8 ))
https://<instance_name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=9023ada50a0a0b01004228007704cf66
3. Updated conditions in the "SNC - Run parent workflows" BR with the closed state values (Ex : current.state.changesTo(11) || current.state.changesTo(-7) || current.state.changesTo(-8))
https://<instance_name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=98412b3d0a0a0b88652919d1ff714e1d