Billy if the book he has is the 1/4 thick IT manual then he will be lost soon on the tractor. Those IT manuals are fine for someone that is familiar with the tractor but not for someone that needs more "base" information.
If I remember correctly, he has just the two stage clutch style PTO. The 2020 is kind of a pain in that there is about 3-4 different PTO setups that you could have.
Without seeing the tractor and having the book handy it is hard to tell him exactly what is wrong. I know it is in the shift collar area. It could be the collar maybe broken in two pieces. They then can fall clear off. He should take the rear PTO quill out so you can see better. Also remove the sump screen and look across there.
If he keeps tearing it apart he is going to be stuck fixing it himself. No shop I know of will tackle it after he takes it apart. HE can easily mess more up than he knows by just not knowing what to do.
So quit now and have someone repair it or buy the better books and study what you have.
The JD 2020 just did not have a lot of PTO issues. I bet that it has been 15-20 years since I have had to work on one for the type of problem he is having.
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