SOP - Closeout

Owner: Stephane Malebranche

Revised: 02/18/2026

Standard Operating Procedure (SOP)

Award Closeout Process – ServiceNow

Roles & Responsibilities

  • Department / CCSPM: Completes and submits the closeout form.
  • ORA Closeout Team: Reviews submission, completes assigned tasks, communicates with the department and closes the ticket.
  • System: Auto-creates tickets, assigns tasks, sends notifications. 

Procedure

Closeout Initiation (Department)

  1. Department receives an electronic closeout form when an award enters closeout.
  2. Deparment selects the award number. 
  3. Award data auto-populates from Workday (updated daily). 
  4. Department selects Award Closeout or Contract Extension and completes all required questions. 
  5. Department submits the form with an electronic signature. 
    • The submitter becomes the primary point of contact. 

Ticket Creation (System)

1. Submission automatically creates a ServiceNow RITM.
2. Department receives confirmation and can track status in their portal.

ORA Review & Assignment

  1. Ticket appears in ORA queues.
  2. Tasks are auto‑assigned based on assignment group logic.
  3. Tickets and queues can be filtered and tracked via dashboards.

Task Execution (ORA Staff)

  1. ORA Staff work primarily at the task level.
  2. Each task includes:
    • Short description with a bullet‑style task list
  3. ORA Staff may:
  • Review submitted form data
  • Leave customer‑visible comments
  • Leave internal work notes
  • Attach documents

ORA Communication With Department

  1. Customer‑visible comments send email notifications.
  2. Department replies are automatically added to the ticket.
  3. Attachments marked customer‑visible can be viewed and responded to by the department.
  4. Internal ORA notes are not visible to external/Department users.

Status & Priority Management (ORA)

  1. Tasks statuses may be set by ORA Staff.
  2. Priority defaults to Priority 4 (Low) and may be manually adjusted.

Early / Manual Closeout (ORA - Optional)

  1. ORA Staff may manually create a closeout ticket before contract end date.
  2. The form URL may be shared with the department to initiate early closeout.
  3. If the ticket remains open on the official closeout date, an automated reminder email will still be sent.

Closeout Completion (ORA)

  1. ORA Staff move the status of the tasks as Completed once requirements are met. Closing the ticket sends a closeout confirmation email to the department
  2. Award closeout process is complete.

 

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