A method and system for processing a request document including a request. The request document is processed using a question analysis function of a question answering system, thereby extracting elements of the request. The question answering system has multiple functions including the question analysis function. The extracted elements are categorized in accordance with an ontology model, thereby generating ontology components assigned to the extracted elements. A knowledge base includes data indicative of solutions for requests. The solutions for requests in the knowledge base are categorized in accordance with the ontology model. The knowledge base is searched using the generated ontology components, thereby identifying solutions for the request. The identified solutions are provided.