After some very helpful feedback from the users we are suspending a portion of the case lock feature. This suspension includes the “owner” of the case being locked out after 2 minutes of inactivity. However other users will still not be able to edit a record while it is “owned” by another user at the same time.
This feature is a critical part of maintaining data integrity and so we will continue to investigate ways of preventing multiple users from editing a case at the same time. Thanks for the feedback everyone!