Enterprise Portal EWA Report

Hi,
I would like to know the reason why the JCO part is not included after the extraction of EWA Report on Solution Manager? What could be the reason behind this? What are the possible solutions to eliminate this type of issue? The customer actually is complaining about their Enterprise Portal EWA Report because the JCO part is not included on it. I need your expert advice on this.
Regards,

checkout the attachment of SAP Note 976054, it contains a troubleshooting section

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