This FAQ page begins with request process questions and continues into data-related questions.

Request Process: How long can I expect my update to take?

Typically 2-5 business days. We will provide you with a specific date once the request has been reviewed.

Request Process: Should I send my request to data or support?

For any requests or questions that are related to financial data updates, changing column headers, updating categories, uploading check data, or numbers not tying out as expected, create a request here for the data team. If you have any product-related how-to questions such as editing charts and graphs, updating the fund balance page, or adding and editing users, continue sending those requests to [email protected].

Request Process: What if I made a mistake while submitting a request?

If the request has not been submitted, you can scroll to any portion of the request to correct fields as needed. For submitted requests, notify the data team through the Discussion tab on the top right of the request. We will review your message and reopen your request for you to make edits. Pro tip: If you would like to delete a request, let us know through the Discussion tab.

Request Process: What if I have a question while I am submitting a task?

The Discussion feature is always available for you to ask questions directly to the data team (found on the top right of the request page). You'll be notified when the data team responds via your email. You can always sign back into ClearForms to see their response and continue the conversation if necessary.

Request Process: Why am I not seeing an answer to a Discussion in my email inbox?

The “conversation view” in your email inbox groups together any emails with the same subject line. If you receive multiple messages in the Discussion feature, you may only see “one” email, but all of the responses will be there. Alternatively, you can see messages in the Discussion tab of the request.

Data Questions: A note for Digital Budget Book Users:

Updates to data and mappings can impact digital budget books from prior years. We recommend you create a locked version of all prior year budget books and replace any links on your website with a link to the locked books. To learn more about cloning/locking your budget book, copy and paste this URL: https://support.cleargov.com/hc/en-us/articles/10703829220755-Locking-Your-Digital-Budget-Book

Data Questions: How can I hide or delete line items from ClearGov?

You can select to remove or hide line items when you submit a data update request. We do not recommend hiding or deleting individual line items with non-zero data in our system other than depreciation, fund balance accounts, or line items with an incorrect account number. If we remove or hide an account that has previous data in Operational Budgeting, that data might be permanently removed from your budget. If we encounter this situation, we will reach out for a quick call to discuss your goals and options.

Data Questions: What are the most common reasons my totals don’t match what I expect?

The most common reasons are (1) the default version selected in the system needs to be changed, (2) a default version from a prior year is overriding the selected default budget in the system, (3) data in the system needs to be updated to match your expected totals, or (4) line items were removed/hidden from the platform at the request of a client. Send in a request ticket for us to evaluate the issue further.

Data Questions: Should I submit a separate file for each fund?

The best practice is to submit one file with data for all funds and budgets. Submitting separate files for different funds or departments requires additional time to format the data.

Data Questions: What format should I use for a revenue and expense data file?

ClearGov requires a file with columns for the Account Number, Description, and a descriptive column header for each Budget Type (Adopted Budget, Revised Budget, Actuals, etc.). A column for the Type (R for Revenue, E for Expense) is preferred. You must also provide an indication of the Year in your request.

Data Questions: What if the account number codes are in my headers instead of in a row?

We understand that some systems have limited reporting functions and distribute different parts of the account numbers in headers. Note: processing files in this format will take additional time.