1. A method of identifying a document from multiple documents in a support automation system in response to receiving diagnostic data, the documents being stored in a database, comprising: obtaining a document identifier for each of the documents; obtaining each of the identified documents from the database using its associated document identifier; replacing document identifiers for the documents stored in the database with one or more keywords extracted from the documents; analysing the diagnostic data and retrieving, in response to the analysis, one or more keywords; and searching the database using the one or more retrieved keywords to identify one or more documents therein.